Self Service

The number of visitors to your self service portal is a key element in measuring its success. Even the best-designed portal is a failure if customers don’t use it. So, how do you win...

Agile Service Management

The release of ITIL 4 showed that Lean is as relevant as ever. With its emphasis on value streams and delivering value, ITIL 4 is firmly rooted in Lean philosophy. But what is Lean? And...

ITSM Processes

Artificial Intelligence (AI) is increasingly making its presence known in the service industry. According to Gartner, half of all medium to large enterprises will utilize AI-powered...

Customer Experience

Did you know May 25 is Geek Pride Day? People around the world use this day to acknowledge their geekiness and spread it to other people. It probably won’t surprise you that we at...

Service Culture

Why do so many people hate their jobs? And why do others go to work with a spring in their step? Disgruntled employees tend to complain about the same things: their boss ignores their...

ITSM Processes

How self-sufficient are your service desk customers? Shift Left is a method for making your customers more self-reliant by giving them the tools for finding the answers to their...

ITSM Processes

Trends come and go in service management, technology, processes and frameworks. For every trend, the question is: how will it help you? Does the latest trend really help you improve your...

Service Culture

Have your service desk employees hit the top of their learning curve? And don't you want all these talented service desk employees to leave for another employer? Then help them find a...

Customer Experience

It’s spring time. Flowers are blooming, and customer love is in the air. Service desks are looking to improve the bond with their customers, and offer them that bit of extra attention...

Customer Experience

HBO’s hugely successful Game of Thrones is coming to its 8th and final season. Now before we get all teary-eyed and find out who ends up on the Iron Throne, we’d like to share our...