Metrics

At the end of the day, it's your Service Desk customers have the last word about your services. And that's why it's increasingly important that you track how they feel about their...

Processes

In Service Departments, there’s a tendency to focus on resolving immediate Incidents rather than addressing the underlying Problems. The catch-22 is that those Problems lead to more...

Processes

Help desk software as solution Good help desk software will help streamline your day-to-day help desk operations. Often, it will include a ticketing system for your IT, FM or HR...

Self Service

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...

Customer Experience

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

Enterprise Service Management

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...

Agile Service Management

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...

Self Service

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...

Customer Experience

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...

Customer Experience

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...