<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=42246&amp;fmt=gif">

Stay up to date

Processes

Why IT should be the driver behind strategic innovation
By Robbert Petterson on November 8, 2017

Research shows that organizations with IT focus are 20% more profitable than competitors. So there is evidence that IT should be more involved in strategic descisions, but the department...

Continue Reading

Processes

Getting the Incident Escalation process right
By Sumit De on November 1, 2017

Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly...

Continue Reading

Knowledge Management

Inspiring better Knowledge Management in your Service Desk
By Hannah Price on October 26, 2017

Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...

Continue Reading

Metrics

Getting a better grip of your Service Desk Reports
By Sarah Bilton on October 19, 2017

Reports are incredibly useful to any Service Department - but they can lose effectiveness if you aren’t sure what purpose you generated them for. The solution: cut down the amount of...

Continue Reading

Self Service

4 steps to a more user-friendly Self Service Portal
By Sumit De on October 13, 2017

We're pretty passionate about Self Service, which also means we like when it's done right. One of the most common questions we get as consultants is how to ensure users actually use the...

Continue Reading

Metrics

4 steps to better IT Customer Satisfaction Surveys
By Sumit De on October 3, 2017

Much like most Service Desks, you probably want to measure how well you're scoring with your customers. You make a survey, but the results just aren't coming in. Perhaps you should ask...

Continue Reading

Processes

Is your Service Desk GDPR-ready?
By Jeroen Boks on September 28, 2017

It’s an important subject for many organizations: the GDPR. From 25 May 2018 on, this legislation comes into force for the entire European Union and organizations must meet the new...

Continue Reading

Customer Experience

10 steps to map a customer journey for your service desk - part 2
By Wes Heemskerk on September 26, 2017

I've written before on this blog about how to set up customer journeys. But what I haven't discussed yet is how to best map these out. That all starts with a very big, blank sheet of...

Continue Reading

Processes

Better Contract Management for MSPs
By André Kevenaar on September 21, 2017

Your customer picked you as their Managed Service Provider and you’ve both signed the contract. Let’s put that contract in a file. Or wait. Is that really the best thing to do?

Continue Reading

Processes

4 questions you MUST ask before starting a Change Management process
By William Bolton on September 19, 2017

We love changes, if they are for the better. But Change Management is still arguably the ITIL-process that causes most people on a project the most problems. But these problems can...

Continue Reading