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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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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...

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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...

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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...

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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...

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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...

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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?

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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...

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Processes

How to get better at Service Desk Process Documentation
By Ad Huige on September 15, 2017

Processes are rarely documented consistently. Unambiguous, up to date documentation is often nowhere to be found. How can you contribute to better process documentation, and better...

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Customer Experience

Making your IT Service Level Agreements more flexible
By Hannah Price on September 12, 2017

While Service Level Agreements in ITSM are great for many things, relying on them too heavily will risk long term damage to your organisation. You simply get blinded by numbers and...

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