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Enterprise Service Management

Why ESM is key in improving your citizen support
By Wouter van den Bergh on April 30, 2020

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...

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Customer Experience

How to maintain security when employees work remotely
By Charlie Braithwaite on April 23, 2020

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...

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Customer Experience

Go green or go home: Earth Day projects for your service teams
By Naïma Lachhab on April 16, 2020

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...

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Customer Experience

Defining and mapping customer journey touch points
By Hannah Price on April 9, 2020

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

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Metrics & KPIs

Service desk KPIs: the low-down
By Sumit De on April 2, 2020

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...

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ITSM Processes

What happened to the ITIL service lifecycle in ITIL 4?
By Stephen Mann on March 26, 2020

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...

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Customer Experience

Using forms in your self-service portal: 4 best practices
By Sam Norman on March 19, 2020

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...

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ITSM Processes

5 ITIL incident management best practices
By Stephen Mann on March 12, 2020

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...

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Knowledge Management

The benefits of knowledge management for your service desk
By Joost Wapenaar on March 5, 2020

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...

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Self Service

Digital self-service at your service desk
By Sumit De on February 27, 2020

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...

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