How often do you communicate to your Service Desk users? Most likely at the close of a call or when there is a major update. But what about smaller updates? Do you keep your customers in the loop about how their call is going? You should.
14 December 2017
6 December 2017
IT is falling deeply in love with Agile. But is a happy marriage between agile service management and watertight ITIL processes really possible? We think so!
29 November 2017
Customer experience is increasingly important to the modern service desk. Luckily, there are a lot of ways to make sure that your service delivery always meets your customer's demands. These are some of our favourites.
23 November 2017
Aiming for a more customer-centric service delivery is one thing, but it's not always easy to know where you are in the process. Recognising naturally-occurring improvement is surprisingly difficult - especially with concepts that are tricky to measure. So, what can you do?
15 November 2017
Making the most of Self-Service will save you work in the long run, but also requires a bit of work to get going. To get the most out of it, you need to design the portal for your audience - and not for yourself. Keep these few things in mind.
8 November 2017
Research shows that organizations with IT focus are 20% more profitable than competitors. So there is evidence that IT should be more involved in strategic descisions, but the department is still too often seen as an expense. How do you bridge the gap between ambition and reality?
1 November 2017
Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly important, and can also contribute to less confusion in the Incident Management Process.
26 October 2017
Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the biggest challenges is preparing your department for the change in operations it implies.
19 October 2017
Reports are incredibly useful to any Service Department - but they can lose effectiveness if you aren’t sure what purpose you generated them for. The solution: cut down the amount of reports you generate, and make sure they have a purpose by aligning them with your goals.
13 October 2017
We're pretty passionate about Self Service, which also means we like when it's done right. One of the most common questions we get as consultants is how to ensure users actually use the Self-Service portal. One part of that answer is to have a portal that users want to use. How?