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Metrics

Service Desk KPIs, what are they and what are they not? Some examples.
By Sarah Bilton on March 13, 2018

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...

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Processes

Save costs on your supplier contracts? Do these 3 things.
By Yannick van Welzen on March 8, 2018

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...

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Agile Service Management

This is how your IT department reacts to an agile transition
By Bas Blanken on March 1, 2018

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...

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Human resources

Creating an onboarding workflow in 2 hours
By Nienke Best on February 22, 2018

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.

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Processes

How to better include your end-users in Change Management processes
By William Bolton on February 15, 2018

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...

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Agile Service Management

Scrum and agile: what's the difference and how do they work with ITSM?
By Gerard Bakker on February 7, 2018

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...

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Human resources

3 reasons for a better employee onboarding process
By Martijn Poll on February 1, 2018

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...

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Knowledge Management

How we improved our Knowledge Base using negative feedback data
By Frits Koot on January 25, 2018

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...

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Knowledge Management

Writing better Knowledge Base Articles
By Hannah Price on January 18, 2018

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...

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Agile Service Management

A more Agile Incident Management process
By Bas Blanken on January 11, 2018

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...

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