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Agile Service Management

Agile service management in practice? 6 examples
By Bas Blanken on December 28, 2017

Contrary to what some people believe, the Agile mindset and service management go together quite nicely, as I explained in my previous post blog. But how do you translate the agile...

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How Santa delivers 1.4 billion presents on time thanks to service management
By Nicola van de Velde on December 20, 2017

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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Customer Experience

The importance of continuous communication with Service Desk users
By Benno Richters on December 14, 2017

How often do you communicate to your Service Desk users? Most likely at the close of a call or when there is a major update. But what about smaller updates? Do you keep your customers in...

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Agile Service Management

Agile service management: the end of ITIL?
By Bas Blanken on December 6, 2017

IT is falling deeply in love with Agile. But is a happy marriage between agile service management and watertight ITIL processes really possible? We think so!

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Customer Experience

6 ways to improve your Service Desk customer service
By Sumit De on November 29, 2017

Customer experience is increasingly important to the modern service desk. Luckily, there are a lot of ways to make sure that your service delivery always meets your customer's demands....

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Customer Experience

How Customer Centric is your Service Delivery?
By Sam Norman on November 23, 2017

Aiming for a more customer-centric service delivery is one thing, but it's not always easy to know where you are in the process. Recognising naturally-occurring improvement is...

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Self Service

Building a great Self-Service Portal in 5 steps
By Jeroen Janssen on November 15, 2017

Making the most of Self-Service will save you work in the long run, but also requires a bit of work to get going. To get the most out of it, you need to design the portal for your...

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Processes

Why IT needs to drive digital transformation
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...

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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...

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Knowledge Management

Overcoming Knowledge Management Challenges at the 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...

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