Metrics

So, you want to set some targets for your department. But where do you start? You’ve done some research and everybody who is anybody seems to be saying that KPIs are the way to go. But...

Processes

I recently visited the IT department of an educational institution to advise them about their contract management. Three months later they’d saved one million euros for the coming two...

Agile Service Management

Introducing an agile way of working means a culture shift at your IT department. Some embrace the change, others might not be so eager to change the way they work. What reactions can you...

Human resources

Are you looking to improve your onboarding process? In this post, I’ll explain how to work together to set up an onboarding workflow in just two hours.

Processes

Change processes sometimes get a bit too overly complicated. And what tends to happen when you get too into the processes is you forget to involve your stakeholders enough. So what can...

Agile Service Management

Scrum and agile are hot topics discussed across the internet, in the elevator, or while waiting in line at the coffee machine. But how does it all work? And how can you apply scrum to...

Human resources

Imagine it’s your first day at your new job. You don’t know where to go and hope everything is ready for you. Well, the problem is - in many organisations, everything isn't ready. And...

Knowledge Management

It’s no fun receiving negative feedback, but we've found that it's incredibly valuable sometimes. For example if you want to improve your Knowledge Base. What do you do when a knowledge...

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...