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Self Service

How to successfully promote your Self-Service Portal
By Ron van Haasteren on June 14, 2018

So you're just about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve the customer experience and lower costs at the same...

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Customer Experience

Why XLAs matter for your Service Delivery
By Sarah Bilton on June 7, 2018

Experience Level Agreements isn’t just another trending service concept with a cool acronym. It’s is something we really should be taking into consideration if we want to understand if...

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Shared Service Management

How Enterprise Service Management improves the user experience
By Martijn Poll on May 31, 2018

Did you ever notice how many questions a new employee has in their first few months? How can I submit my declarations? Who do I have to request a phone from? Et cetera. Of course you...

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Agile Service Management

7 things to avoid when applying agile to ITSM
By Steven Happee on May 24, 2018

There is no script you can follow while transitioning to an agile work environment. There are, however, experts who can help smooth the transition. Steven Happee is one of them. Steven...

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Self Service

4 steps to boosting Self-Service uptake [Case Study]
By Jeroen Janssen on May 16, 2018

One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three...

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Customer Experience

What does Customer Experience mean to the Service Desk?
By Nancy Van Elsacker Louisnord on May 11, 2018

There's a focus shift in Service Management from numbers to experience . We see this in the growing focus on XLAs and CX and other cool acronyms. It's all about improvements in...

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Customer Experience

3 steps to better Customer Experience Management at the Service Desk
By Iris de Vroome on May 2, 2018

What do you know about Customer Experience Managers? It's a popular role with companies as a whole, but not typically with Service Desks. What does this role imply? And how can it...

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Agile Service Management

[Video] 5 Questions about Agile Services -answered
By Bas Blanken on April 26, 2018

Do you have questions about moving to more Agile Service Management, and the implications of doing so? Consultant Bas Blanken - author of our Agile Service Management E-book and several...

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Knowledge Management

5 Vital Knowledge Base KPIs for better Self-Service
By Vincent Bode Bakker on April 19, 2018

Knowledge Management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It's important to...

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Self Service

Self-Service and automation - some common questions answered
By Hannah Price on April 12, 2018

As probably everyone knows by now, there's been an ever-growing interest in Self-Service and automation the last few years. And that's great! It has a ton of benefits for Service Desk....

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