In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?
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In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?
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What’s the difference between customer satisfaction and customer loyalty? How can you measure whether your customers are satisfied and will keep buying from you? How much effort should...
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So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds...
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In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is it? And...
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How do you measure customer satisfaction and customer loyalty? This is trickier than you might think! I believe there is a difference between customer satisfaction and customer loyalty....
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What do IT customer satisfaction and the cloud have in common? A co-worker recently asked me to explain the relationship between the two in 300 words or less. No problem! The cloud...
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In this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Left. What is it? And how does it help you improve your service delivery?
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Artificial Intelligence – AI – is a popular topic at service management events. It’s exciting and full of promise for a brighter future. But what are the advantages of AI? How will AI...
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We understand that IT managers get a lot of questions… because here at TOPdesk we get them too. There are no bad questions, only slightly amusing ones. Below are some of our favorite...
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In my previous blog, I told you how to map a customer journey in 10 steps to improve your internal service delivery. This will ensure that your service delivery is optimized based on...
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