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...

ITSM Processes

Artificial Intelligence is everywhere. From automatic suggestions in Netflix, to self-propelled cars and pioneering research in the medical world. AI is also becoming increasingly...

Service Culture

It happens. Your best database specialist decides to leave. Or the one service desk employee all your customers love. How do you respond? Are you happy for them? Or disappointed? How you...

Knowledge Management

Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...

Customer Experience

Everybody wants to design great experiences for their customers. But how? To give you some inspiration, I’m sharing some of my favorite articles on creating great Customer Experience....

Self Service

In my previous post I explained how to approach building and maintaining your service catalogue in an agile way. This time, I’ll dive into the question: How do you apply the Agile...

Customer Experience

So, you’re ready to improve your services. Making a customer journey sounds like a plan, but what’s the goal of customer journey mapping? And once you’ve decided it’s the right approach...