Enterprise Service Management

Do you work at a municipality? And are you responsible for IT or citizen support? Then listen up. I’ll explain why you need each other to provide excellent service your citizens - and...

Customer Experience

It’s safe to say that we’re living in unprecedented times. Organizations all around the world suddenly have to work out how to maintain security when employees work remotely. And that’s...

Customer Experience

22 April is Earth Day! Over 193 countries  are organizing events in support of the earth. But did  you know your service teams can contribute  too?  We share 6 tips for Earth Day...

Customer Experience

You're trying to increase your customer satisfaction score or improve the image of your IT department. Have you considered mapping your customer journeys?

Metrics & KPIs

So you want to set targets for your department. But where do you start? You’ve done your research and everybody who is anybody is saying serice desk KPIs are the way to go. But what...

ITSM Processes

Industry expert Stephen Mann is back with another blog. This time, he’s going to talk about what happened to the ITIL service lifecycle in ITIL 4 – and what that means for you. Happy...

Customer Experience

Since the majority of people has to work from home for the foreseeable future, your customers will definitely use your self-service portal more often. That's why you have to make sure...

ITSM Processes

In his previous blog, industry expert Stephen Mann shared ten practical problem management tips. Today, he’s going to talk about ITIL incident management: an important foundation of any...

Knowledge Management

Getting knowledge management right has never been easy. You know that in the long run, recording the knowledge of your service desk could help your team work more efficiently. But it...

Self Service

Picture your life before automated check-in kiosks, supermarket barcode scanners, and online banking services. Can you still remember what things were like before self-service? Customers...