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Self Service

[Infographic] 5 self-service tips, based on input from 120+ IT experts
By Colin Bassant on January 10, 2019

We asked IT experts from all around the globe about the state of their self-service. Our survey included questions such as: Through which channels do you receive most of your requests?...

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Enterprise Service Management

5 ITSM trends for 2019
By Nancy Van Elsacker Louisnord on January 3, 2019

2018 has come and gone, which means it's time to focus on 2019! What will happen in the ITSM world this year? Which new trends will pop up? And how will current trends develop? I...

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Self Service

This should be your #1 priority when merging service desks
By Sarah Bilton on December 20, 2018

Are you about to merge two or more service desks? Perhaps due to a merger of companies, or a centralization within your organization? The key to shaping the various teams into one...

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Enterprise Service Management

How Santa delivers 1.4 billion presents on time thanks to service management
By Nicola van de Velde on December 11, 2018

The last weeks of the year are extremely busy – and not just for service desks. Santa has to build and store over 1.4 billion gifts, then fly across the world to deliver them to close to...

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Agile Service Management

ITSM trends: How Bimodal IT helps you enhance your organization, instead of tearing it apart
By Erik Pols on December 6, 2018

Agile has been a standard way of collaborating within software development departments for years. Nowadays, Agile is used more and more in other departments as well, including the world...

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Metrics & KPIs

Using a baseline measurement to achieve service excellence
By Gökhan Tuna on November 29, 2018

Are you planning to do an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of making your project successful.

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Self Service

[Video] What is a service catalogue?
By Sumit De on November 22, 2018

In this video series, we explain an ITSM concept in about 60 seconds. This week: the service catalogue. What is it? And how does it help you to do your work better?

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Agile Service Management

[Infographic] 7 ways to bring Agile and ITSM together this Thanksgiving
By Bas Blanken on November 15, 2018

Thanksgiving’s right around the corner. How do you prepare? Do you lock yourself up in your kitchen for days, or do you cook with family and friends? Do you stick to the recipe, or...

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Customer Experience

Omotenashi: 3 Japanese lessons for service desks
By Ludo Bergkamp on November 8, 2018

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

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ITSM Processes

ITIL 4 is coming. What is it, and is it still relevant?
By Niek Steenhuis on November 1, 2018

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 &...

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