Metrics & KPIs

Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the same. We still measure duration and response times and the number of processed...

ITSM Processes

We all know technology is changing faster than you can say ‘outdated.’ But what does that mean for the people working with that technology? Clearly, a changing world requires a changing...

ITSM Processes

The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage...

ITSM Processes

AI: it’s been quite the buzzword lately, but what will it actually do for your services? Is it really that great, or is it just another hype that will fizzle out as quickly as it came up?

Knowledge Management

Shift Left as a trend keeps on growing in the industry, and as a company focused on service excellence and end user empowerment, we couldn't be happier. But why is Shift Left still...

ITSM Processes

26 July was Sysadmin day! It’s the perfect day in the year to celebrate system administrators. Which you should do, because where would you be without them? Nowhere, that’s where. Who...

Service Culture

The modern office. What does it look like? Do you still have a dedicated workplace or can you take your laptop and sit wherever you choose? Do you even go to an office at all? Perhaps...

Knowledge Management

Getting Knowledge Management right has always been tricky. It’s always important, but never urgent. Knowledge Centered Service (KCS)* has lowered the threshold for getting started with...

Customer Experience

How do you improve your Customer Experience without increasing your budget? This is the conundrum for many service desks. The answer can come from an unexpected place: you can learn some...

Knowledge Management

Getting Knowledge Management right has always been tricky. It’s always important, but never urgent. Knowledge Centered Service (KCS)* has lowered the threshold for getting started with...