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Metrics & KPIs

Service desk KPIs: the low-down
By Sumit De on April 2, 2020

So you want to set targets for your department. But where do you start? You’ve done your research and everybody who is anybody is saying service desk KPIs are the way to go. But what...

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ITSM Processes

What happened to the ITIL service lifecycle in ITIL 4?
By Stephen Mann on March 26, 2020

Industry expert Stephen Mann is back with another blog. This time, he’s going to talk about what happened to the ITIL service lifecycle in ITIL 4 – and what that means for you. Happy...

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Customer Experience

Using forms in your self-service portal: 4 best practices
By Sam Norman on March 19, 2020

Since the majority of people has to work from home for the foreseeable future, your customers will definitely use your self-service portal more often. That's why you have to make sure...

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ITSM Processes

5 ITIL incident management best practices
By Stephen Mann on March 12, 2020

In his previous blog, industry expert Stephen Mann shared ten practical problem management tips. Today, he’s going to talk about ITIL incident management: an important foundation of any...

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Knowledge Management

The benefits of knowledge management for your service desk
By Joost Wapenaar on March 5, 2020

Getting knowledge management right has never been easy. You know that in the long run, recording the knowledge of your service desk could help your team work more efficiently. But it...

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Self Service

Digital self-service at your service desk
By Sumit De on February 27, 2020

Picture your life before automated check-in kiosks, supermarket barcode scanners, and online banking services. Can you still remember what things were like before self-service? Customers...

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Customer Experience

10 methods of obtaining customer feedback
By Sumit De on February 20, 2020

Want to know how to improve the way your customers experience your services? If you don’t ask them, you’ll never know. Here are 10 creative ways to find out how your customers really...

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ITSM Processes

10 practical ITIL problem management tips to help you get started
By Stephen Mann on February 13, 2020

In his previous blog, industry expert Stephen Mann explained why ITIL problem management adoption levels are so low – and why that’s a problem. Today, Stephen shares ten practical...

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Enterprise Service Management

Utrecht University: Enterprise Service Management case
By Naïma Lachhab on February 6, 2020

We’ve talked about the benefits of Enterprise Service Management (ESM) before. But what does it look like in real life? Utrecht University embarked on its very own ESM journey, with most...

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Customer Experience

How to say no: 4 steps for handling service requests
By Gökhan Tuna on January 30, 2020

One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied? Here are four steps you can...

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