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ITSM Processes

Why your change process is too slow – and how to fix it
By Wouter Geertsma on January 23, 2020

The change process can be long and tedious, slowing down your organization. How can you make it more agile? By reinventing the CAB (Change Advisory Board). Here’s how.

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ITSM Processes

ITIL problem management: can ITIL 4 finally fix the problem?
By Stephen Mann on January 16, 2020

You know about ITIL 4. And you know it’s not flawless. But how does it handle problem management? We’re excited to present this guest blog by industry expert Stephen Mann. Let’s find out...

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Enterprise Service Management

26 IT service management terms you need to know – from ABC to XLA
By Niek Steenhuis on January 9, 2020

The field of service management is no stranger to buzzwords. What do terms like ESM, SIAM and swarming mean? And how could they benefit your service delivery? We collected a list of...

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ITSM Processes

The votes are in: these are the best posts of 2019
By TOPdesk on January 2, 2020

Welcome to the year 2020! Now that 2019 is drawn to a close, we’re looking back at what you thought were the most interesting stories on the TOPdesk blog. And of course, we’re looking...

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Self Service

What IT organizations can learn from service failure at airports
By Suzanne Peet on December 19, 2019

Does all this rain and cold make you feel like heading for warmer climes? Or are you planning on visiting family in distant parts during Christmas? Chances are you’ll be travelling by...

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Enterprise Service Management

What is SIAM: Service Integration and Management?
By Gunnar Oldenhof on December 12, 2019

IT organizations are outsourcing increasingly more services. This raises the question: how do you keep your service quality high when you’re working internal and external service...

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ITSM Processes

The top 5 ITSM trends 2020
By Niek Steenhuis on December 5, 2019

How will ITSM change in the coming year? Just like we did last year, we collected the 5 most relevant ITSM trends for 2020 that will change service management.

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Service Culture

Need inspiration for the festive season? 7 original gift ideas for the Cyber Monday sales!
By Luke van Velthoven on November 28, 2019

Bluetooth speakers, power banks, gift vouchers that let you decide what to buy: proven ideas for practical gifts to suit virtually everyone. But is ‘practical’ really what you’re looking...

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ITSM Processes

ITSM & DevOps: Friends or foes?
By Jeroen Boks on November 21, 2019

You’ve heard of DevOps. You know it means that development and IT operations will work together more. The goal is to make better products for customers faster, and to be more aligned...

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Service Culture

The major factor that makes a good service desk employee
By Frits Koot on November 14, 2019

Self-service, Shift Left and AI free up time that your service desk staff can use to focus on important and recurring problems. Given that these are the problems that have the greatest...

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