Customer Experience

One of the lesser known Japanese concepts is Omotenashi. Which 3 lessons for service desks can be drawn from this concept?

ITSM Processes

At the start of next year, ITIL 4 will be launched. But what does that mean? What will change? And is ITIL still relevant or not? We asked Bas Blanken, service management consultant &...

Knowledge Management

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?

Customer Experience

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...

Customer Experience

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...

Enterprise Service Management

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...

Customer Experience

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....

Customer Experience

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...

Knowledge Management

 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?

ITSM Processes

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...