Knowledge Management

So often, the problem with Knowledge Bases is that they are hard to understand. Either the knowledge articles do contain the knowledge and it's just not communicated that well, or the...

Agile Service Management

In my previous blog posts, you can read all about the essence of agile service management. Let's now look specifically at the most important process of a supporting department. How do...

Human resources

You have some new starters coming in and you want to improve your on-boarding process. But you don’t know where to start. Well, the first step is quite easy: go have a coffee with...

Agile Service Management

Contrary to what some people believe, the Agile mindset and service management go together quite nicely, as I explained in my previous post blog. But how do you translate the agile...

The last weeks of the year are extremely busy – and not just for service desks. Santa has to build and store over 1.4 billion gifts, then fly across the world to deliver them to close to...

Customer Experience

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...

Agile Service Management

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!

Customer Experience

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....

Customer Experience

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...

Self Service

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...