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January 6, 2023
Best Practice Service Management: A step-by-step guide
The step by step guide to implementing Best Practice Service Management. Read about the 5 steps to simplify your processes and improve your services.
October 11, 2022
What is ITSM? Everything you need to know about IT service management
If you’ve worked in IT for a while, you’ve probably heard the phrase ITSM mentioned a few times. But what does it mean? And how can ITSM benefit your organization? Here’s everything you need to know about ITSM.
September 15, 2022
What can chatbots do for your service desk?
Do your service desk employees perceive chatbots as a threat? Put their minds at rest. Chatbots don’t work under their own steam, but rather in collaboration with people. Keen to learn more? Frank Smit, Chief Innovation Officer at our partner OBI4wan, explains what chatbots are and which processes you can (and cannot) utilize them for.
September 6, 2022
Tales from the service desk: 9 hilarious IT support requests
From users drowning laptops in coffee, to the one who “deleted” the internet, every IT professional has a funny request story. Here are 9 of our favourites.
August 25, 2022
The 5 biggest security risks of BYOD
The rise of remote working means more and more people are opting to use their personal laptops, phones, and tablets for work. For employees, this means more freedom and flexibility. But for IT departments, BYOD (bring your own device) can easily turn into a cybersecurity nightmare.
August 18, 2022
4 things IT professionals really want to say to their end-users
IT professionals are only human. And sometimes, all they want is to be brutally honest. Here are 4 things IT professionals really want to say.
July 28, 2022
Why sustainable growth isn’t just about profit (and how TOPdesk does it)
When it comes to Corporate Social Responsibility, TOPdesk’s in it for the long haul. That’s why we’re 100% committed to sustainable growth. Find out how.
July 7, 2022
What IT departments can learn from B2C organizations
IT departments have nothing to do with B2C, right? Wrong. Find out what IT departments can learn from B2C organizations in this blog.
June 23, 2022
Why your change process is too slow – and how to fix it
The change process can be long and tedious, slowing down your organization. Time to reinvent your CAB. Here’s how.
June 9, 2022
5 ways to improve your employee experience for happier customers
Data shows there’s an undeniable link between employee experience and customer experience. Find out how to keep employees engaged for happier customers in this blog.
June 2, 2022
What is shadow IT? Answers to 5 frequently asked questions
What is shadow IT? Read the answers to 5 frequently asked questions about shadow IT and find out how to manage shadow IT in your organization.
May 31, 2022
Why you should use ITIL as a framework – not a set of rules
ITIL is a framework, not a rigid set of rules. Find out why you should be flexible about ITIL and other frameworks.
May 26, 2022
What is agile? Answers to 4 frequently asked questions
Discover the answers to four frequently asked questions about agile working and find out how to bring back speed and flexibility to your IT department.
May 25, 2022
Regain control of your service desk with these 8 tips for working smarter
IT department under pressure from rising customer expectations? Regain control of your service desk with these 8 tips for smarter working.
May 24, 2022
5 stressful moments that anyone working in IT will recognize
Working at the service desk is fun and rewarding... well, most of the time. Here are 5 things that will…
May 12, 2022
More than just a tool: how TOPdesk’s values are built into our solution
Read this blog to learn about TOPdesk’s values and how they’re built into our ITSM solution and the way we work.
April 21, 2022
Self-service – some common questions answered
Self-service is a hot topic. And no wonder: it has great benefits for IT service desks. But will self-service take away work from the IT team? What kind of work does self-service create? And how does self-service affect IT professionals’ job satisfaction and customer experience? Let’s find out.
April 4, 2022
Why customers expect more from services and what it means for your IT department
Customer expectations of IT services are at an all-time high. And they’re only increasing. Read this blog to find out why.
March 8, 2022
Bridging tech’s gender gap: gender diversity at TOPdesk
Women are still underrepresented in the tech workforce. Find out how TOPdesk deals with gender diversity and how we can contribute to bridging the gap.
February 24, 2022
What is swarming? And how does it benefit your IT support?
What is swarming? Find out how it compares to the traditional three-tiered support model and why it’s more about culture than structure.
January 27, 2022
Corporate Social Responsibility at TOPdesk: How we’re going to do better in 2022
Read about TOPdesk’s socially responsible resolutions. Discover what we’re doing to become more sustainable, community-minded, and inclusive in 2022.
November 29, 2021
Finding the right ITSM vendor: 5 questions to ask when shortlisting solutions
In this blog, we’ve compiled a list of 5 key questions to ask yourself when comparing ITSM providers, to help…
November 12, 2021
The 3 biggest advantages of modern ITSM tools for your service desk
Discover the 3 biggest advantages of modern ITSM solution for your IT service desk. ITSM tools improve efficiency and empower…
May 13, 2021
KCS: reduce IT call volume and service desk workload
How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge…
April 11, 2021
4 ways Game of Thrones teaches us about customer experience
It’s been a couple years since the completion of HBO’s hugely successful series, Game of Thrones. If you haven’t seen it yet, don’t worry: We won’t spoil the ending for you! Instead, we’d like to share some surprising wisdom that the series’ characters impart about customer experience.
March 18, 2021
The benefits of knowledge management for your service desk
What are the benefits of knowledge management for your service desk? Read why you should invest in KCS and calculate how much time it’ll save.
December 3, 2020
ITAM vs ITSM – how they differ and complement each other
Industry expert Stephen Mann dives into ITAM vs ITSM. What exactly is IT Asset Management (ITAM) and how does it relate to ITSM?
October 22, 2020
What the perfect shared services manager looks like
What does the Shared Services Manager role entail? Stephen Mann shares the 7 responsibilities and ideal traits of a shared services manager.
September 24, 2020
3 tips for going beyond the perfect digital user experience
How does your organization stand out from the crowd now that digitalization is the new normal? Thought leader Steven van Belleghem reveals his three tips!
September 10, 2020
A shared services model – the next evolution of ESM
How do you implement a shared services model? Learn how to make the most of the benefits of Enterprise Service Management (ESM).
August 27, 2020
Find out where you stand with the TOPdesk Maturity Model
Transform the service departments in your organization into business partners and add continuous value with the TOPdesk Service Excellence Maturity Model.
August 13, 2020
Employee engagement and customer experience: a perfect match
Digitalization is no longer a novelty. Nancy Rademaker reveals why employee engagement and customer experience go hand in hand with digital transformation.
July 30, 2020
Office social distancing with Enterprise Service Management
Once you get to return to the office, service departments are key in accommodating office social distancing. Use these tips to make the return go smoothly.
July 16, 2020
Which Sesame Street character at the service desk are you?
Which Sesame Street character at the service desk are you? Take the quiz to find out and download our Microsoft Teams background for your next video call.
June 24, 2020
Launching Enterprise Service Management in your organization
How do you launch Enterprise Service Management in your organization? Reap the benefits of working together with one of our three routes to planet ESM.
May 21, 2020
The secret ingredients of successful organizational culture
Find out the secret ingredients of successful organizational culture that’ll make your employees thrive.
May 14, 2020
What is ESM, and what is its value for your organization?
ESM, or Enterprise Service Management, means working together with service departments such as IT, Facilities, or HR. Read how it benefits organizations.
April 23, 2020
How to maintain security when employees work remotely
Struggling to balance security and employee experience? Check out our comprehensive guide on how to maintain security when employees work remotely.
April 16, 2020
Go green or go home: Earth Day projects for your service teams
Curious how your service teams can help save the earth? We share 6 tips for Earth Day projects that’ll help your organization go green.
April 9, 2020
Defining and mapping customer journey touch points
Want to know the secret to improving your customer experience? Find out how customer journey mapping and customer journey touch points can help you.
March 26, 2020
What happened to the ITIL service lifecycle in ITIL 4?
Spoiler alert: the ITIL service lifecycle is gone in ITIL 4. But don’t worry: it isn’t dead and you can still use it. Find out what your three options are.
March 19, 2020
Using forms in your self-service portal: 4 best practices
Can you improve the forms you use and make them more customer-centric? Find out how to improve your self-service portal with these best practices.
February 13, 2020
10 practical ITIL problem management tips to help you get started
How can you justify adopting problem management? Read these 10 practical problem management tips to get started.
February 6, 2020
Utrecht University: Enterprise Service Management case
An Enterprise Service Management case in action: how Utrecht University embarked on their very own ESM journey – and what good it did them.
January 30, 2020
How to say no: 4 steps for handling service requests
One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?
January 16, 2020
ITIL problem management: can ITIL 4 finally fix the problem?
Many organizations only use ITIL problem management tools and techniques in a reactive way – usually in response to a major incident. And that’s a problem.
January 2, 2020
The votes are in: these are the best posts of 2019
Before we dive into this new decade, we’re taking a step back to look at the year that has passed. Here are the top IT Service Management stories of 2019.
December 19, 2019
What IT organizations can learn from service failure at airports
Your service desk likely won’t be affected by snow storms or a pilots’ strike. But you can still learn from self service failure in the airline industry.
November 28, 2019
Inspiration for the festive season? 7 original gift ideas!
Make the most of Cyber Monday and surprise your employees with original festive season gifts. By doing a bit extra you’ll reap double benefits. Read this blog for 7 tips!
November 14, 2019
The major factor that makes a good service desk employee
Intrinsic motivation is the major factor that makes a good service desk employee. But how do you select team members based on this character trait?
October 31, 2019
Halloween: 5 IT security nightmares to keep you up all night
It’s October again. It’s time for Halloween, so it’s the season to be scared. It’s probably not a coincidence that October is also Cyber Security Awareness Month, because if there’s one thing that keeps IT departments everywhere up at night, it’s security breaches. Here are five common cyber security fears
October 17, 2019
Service Desk Bingo: How many squares can you cross off?
We’ve designed a Service Desk Bingo card that contains a number of common scenarios. How quickly can your team chalk up a full house?
September 5, 2019
Increase ROI on your knowledge management initiatives
Knowledge management sounds promising, but you have to do it right. Discover the secret of successful knowledge management in this video.
August 29, 2019
4 customer satisfaction KPIs for your service desk
Your service desk is customer-oriented, but your KPI is the number of processed calls. Sounds familiar? Here’s 4 customer satisfaction KPIs to track.
July 25, 2019
System administrators: the #SUPERHEROES of your organization
What’s your sysadmin superpower? Do you solve every problem, are you the protector, the geek or a legend? Test it with our system administrator quiz!
July 18, 2019
9 soft skills that are indispensable for your IT department
Soft skills are indispensable for your IT department. Do you want to convey technical knowledge in an understandable way? These are the 9 skills to master!
July 11, 2019
6 articles on silo-breaking with Enterprise Service Management
Delivering great service requires collaboration between various departments. Enterprise Service Management (ESM). When you adopt an ESM approach, you force yourself to look at your services from your customer’s point of view.
July 11, 2019
How to implement KCS in 6 steps: Training & Coaching
Got your KCS system set up? KCS is more than just a process. Get your teams ready to make KCS successful in your organization. Preparation is everything.
July 4, 2019
One CX hack your service desk should steal from your sales team
How to improve your Customer Experience without increasing your budget? Here’s one idea you can steal from your sales team.
June 27, 2019
How to implement KCS in 6 steps – and get measurable results
How to get Knowledge Management right? Based on years of experience, my team and I have made a 6-step plan for successfully implementing KCS.
June 20, 2019
Improve team collaboration using personality tests
Are personality tests worthwhile? And can they promote teamwork on your service desk? Our conclusion: they are useful, but not the be-all and end-all.
June 13, 2019
Using Cialdini’s 7 principles on your self service portal
How do you win customers over to use your self service portal? We’re applying Robert Cialdini’s principles of persuasion to this challenge.
June 6, 2019
Lean Service Management: the solution to time wastage
Lean is all about optimizing customer value delivery and making processes as efficient as possible. How can Lean help you improve your service management?
May 23, 2019
It’s Geek Pride Day! 10 traits that give away our own geek factor
Did you know May 25 is Geek Pride Day? People use this day to acknowledge their geekiness and spread it to other people. In the spirit of Geek Pride, we’ve decided to share 10 things geeky about TOPdesk.
May 9, 2019
How AI makes service desk customers more self-sufficient
How self-sufficient are your service desk customers? In this blog post, we explain 3 ways in which AI can help make your customers more self-sufficient.
May 2, 2019
ITSM trends: VeriSM, one model to rule them all?
What is VeriSM? How do you apply VeriSM in service management? Trends come and go. For every trend, the question is: how will it help your service desk? Service management expert Gunnar Oldenhof explains VeriSM.
April 25, 2019
Help your service desk employees find new challenges
Are you helping your employees find a new challenge within the company? If your service desk employees have grown, there’s a good chance that they will go to another employer. Don’t want your talents to leave? Help them find a new challenge.
April 4, 2019
Augmented Intelligence for a smarter service desk
Augmented Intelligence is part of Artificial Intelligence. Augmented Intelligence focuses on software that thinks along with people and can take over small repetitive tasks. Are you worried that AI will take over the world? No need. AI is there to help you.
March 28, 2019
Retaining your talent by waving them goodbye
It happens. Your best database specialist decides to leave. Or the one service desk employee all your customers love. How do you respond? Are you happy for them? Or disappointed? How you respond makes all the difference for your success in managing and retaining talent in your organization.
March 12, 2019
10 steps to map a customer journey for your service desk
Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.
February 28, 2019
ITIL 4: the new service management bible?
Last week saw the publication of the first part of ITIL 4: ITIL Foundation. This long read answers all your burning questions. Such as: What’s new in ITIL 4? And does the new ITIL version help you adapt to developments such as agile and DevOps?
February 21, 2019
How a service catalogue helps you increase customer satisfaction
According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about increasing customer satisfaction through your service catalogue?
February 14, 2019
Why the digital workforce won’t take over the service desk
A digital workforce is a collection of “software robots” that support and augment the work humans do. Robots can be faster and more efficient. But the digital workforce at the service desk won’t replace service desk staff any time soon. Here’s why.
February 7, 2019
Creating your team: do you choose personality over skills?
When creating your team, do you choose personality over skills? Hiring the right people is essential for creating a successful organization. But how do you hire the right people? When recruiting new colleagues, it’s essential to focus on their personality, not just their skills.
January 31, 2019
Agile service desk? Forget about Scrum, start using Kanban
Introducing Scrum is often too rigorous a tool for improving the service delivery of your agile service desk. Instead, try Kanban.
January 24, 2019
Outsourcing 2.0 – Why IT departments should learn to let go
You don’t get satisfied customers by trying to be the best at everything. Sometimes it’s better to outsource certain tasks. But how much should you outsource if you want to increase customer satisfaction?
December 20, 2018
This should be your #1 priority when merging service desks
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 is drafting a service catalogue together. Here’s why.
December 6, 2018
ITSM Trends: How Bimodal IT helps your organization
Agile is used more and more in other departments as well, including the world of IT. Still, the question at many organizations remains: how? How do we combine Agile with how we’ve been working for years? Bimodal IT is the answer.
November 29, 2018
Using a baseline measurement to achieve service excellence
Are you planning an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of success.
November 8, 2018
Omotenashi: 3 Japanese lessons for service desks
Omotenashi comes down to three core values: anticipate the customer needs, attention to detail and genuinely appreciate that the customer came to you. Try to incorporate each of the three core values of Omotenashi into the service delivery of your service desk.
November 1, 2018
ITIL 4 is coming. What is it, and is it still relevant?
ITIL 4 has been launched. What will be changing? And is ITIL still relevant or not? We asked Bas Blanken, service management consultant & agile expert.
October 11, 2018
Do you want real feedback? Start looking for angry customers
So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds counter-intuitive, but you get more out of the feedback you receive if you focus on the negative.
September 27, 2018
Customer Effort Score as a predictor of customer loyalty
How do you measure customer satisfaction and customer loyalty? Customer Satisfaction (CSAT) and the Net Promotor Score (NPS) aren’t good predictors of customer loyalty. I’m sharing a method that works well for predicting customer satisfaction and customer loyalty: the Customer Effort Score (CES).
September 20, 2018
How cloud computing impacts customer satisfaction
What do IT customer satisfaction and the cloud have in common? The cloud enables service providers to achieve better customer satisfaction. By outsourcing the technological preconditions, we’re able to save time and focus on what customers really need.
September 6, 2018
How will AI and Machine learning change service management?
Artificial Intelligence – AI – is a popular topic at service management events. It’s exciting and full of promise for a brighter future. But what are the advantages of AI? How will AI help you improve your service management? Geoffrey Simpson, expert and Product Owner at TOPdesk answers these questions.
August 30, 2018
10 funniest calls from TOPdesk employees to their IT colleagues
We understand that IT managers get a lot of questions because we get them too. Below are some of our favorite funny questions from our own employees.
August 23, 2018
Mapping your customer journey – 9 tips for effective interviews
The good news is, working in Service Management, interviews with staff members are often easy to set up. After all, they work at the same office building as you and are often willing to share how they’ve experienced your services. To make sure you maximise this potential, here are 8 tips to help you make the most of these interviews.
August 9, 2018
Agile Change Management in practice
We’re continuing our exploration into Agile Service Management – to find ways you can make your Service Desk operations more speedy and less rigid. Let’s continue by exploring Agile Change Management. How does it work in practice?
July 26, 2018
5 ideas for a better Problem Management process (step-by-step)
In this blog, I’ll go through some nifty ideas for everything from problem detection to logging your problems. It will be step-by-step based, so for some more over-arching best practices to keep in mind while implementing better Problem Management you can read my other Problem Management blog.
July 19, 2018
Agile Change Management – is it viable?
Traditional Change management can be long-winded and rigid. How do you make your change management process more agile? In this post in our agile blog series, we’ll discuss agile Change Management and a more agile approach to change requests?
July 12, 2018
Incident Management KPIs: a guide to better reporting
You want to meet your incident management targets, we all do. But what incident management KPIs should you focus on? And what targets should you aim for?
June 28, 2018
Setting Help Desk Customer Experience KPIs that matter
When you’re tracking customer experience, simplicity is key. These are the most important customer experience KPIs to keep an eye on.
June 14, 2018
Choosing Help Desk Software: 6 questions to help you out
Good help desk software will help streamline your day-to-day help desk operations. It often includes a ticketing system for your IT, FM or HR customers.
June 14, 2018
How to successfully promote your Self-Service Portal
You’re about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve customer experience and lower costs at the same time. However, for that to happen it’s obviously important that your customers use it. Communicate the ease of a self-service.
June 7, 2018
Why XLAs matter for your Service Delivery
It makes sense, right? Why XLAs matter for your service delivery? If our only performance metric is how many tickets we solve within what time, or how many knowledge items we create – is anyone actually assessing the quality of what we produce?
May 31, 2018
How Enterprise Service Management improves the user experience
With so many counters your customers don’t always understand where to request which service. Enterprise Service Management improves the user experience.
May 16, 2018
4 steps to boosting Self-Service uptake
One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three months, Self-Service went from 3% to 40%, and recently to 70%! How did we do it?
May 11, 2018
What does customer experience mean to the service desk?
There’s a focus shift in Service Management from numbers to experience. We see this in the growing focus on XLAs and CX and other cool acronyms. It’s all about improvements in Service Delivery. What does this imply for you? What can you do to get up to speed fast to improve the customer experience?
May 2, 2018
3 steps to better Customer Experience Management
What do you know about Customer Experience Managers? It’s a popular role with companies as a whole, but not typically with Service Desks. What does this role imply? And how can it inform your approach to better Services?
April 26, 2018
5 Questions about Agile Service Management answered
Do you have questions about moving to more Agile Service Management, and the implications of doing so? Consultant Bas Blanken – author of our Agile Service Management E-book and several blog posts on the topic – shares his wisdom in this video.
April 19, 2018
5 Vital Knowledge Base KPIs for better Self-Service
Knowledge management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It’s important to regularly measure the health of your knowledge base. How do you do this?
April 12, 2018
What is Workforce Enablement and how does it work?
Since everyone now works on the go – using their own apps and devices – one approach is to ask how you can best enable them to keep doing that.
March 22, 2018
The changing roles and responsibilities of the Knowledge Manager
Is the Knowledge Manager the one doing most of the writing, editing and publishing? This happens quite a lot, it’s not optimal, and this is what to do about it.
March 8, 2018
Save costs on your supplier contracts? Do these 3 things
Many institutions lack a clear overview of their contracts and the additional expenses. This leads to unnecessary costs, because you’re paying for services you don’t need anymore, services you already had or services that are simply too expensive.
March 1, 2018
This is how your IT department reacts to an agile transition
Introducing an agile way of working means a culture shift at your IT department. What reactions can you expect from your IT employees?
January 25, 2018
Improve your Knowledge Base using negative feedback
What do you do when a knowledge item is deemed ‘not helpful’ by your customers? Find out what we do over at TOPdesk.
November 29, 2017
6 ways to improve your Service Desk customer service
Customer experience is increasingly important to the modern service desk. Luckily, there’re many ways to make sure that you meet your customer’s demands.
October 13, 2017
4 steps to a more user-friendly Self-Service Portal
One of the most common questions we get is how to ensure users actually use the SSP. A part of the answer is having a portal that users want to use.
October 3, 2017
4 steps to better IT Customer Satisfaction Surveys
You want to measure your Customer Satisfaction and you make a survey, but the results aren’t coming in. Consider if your survey is user friendly enough.
September 19, 2017
4 questions for starting a Change Management process
Change Management is still arguably the ITIL-process that causes most people on a project the most problems. But these problems can easily be avoided!
September 15, 2017
How to get better at Service Desk Process Documentation
Processes are rarely documented consistently. How can you contribute to better process documentation, and better organisation?
September 12, 2017
Making your IT Service Level Agreements more flexible
SLAs are great for reporting to management but too much focus on that may risk long term damage to your organisation. The solution? A shift towards XLAs.
August 24, 2017
5 checklist items for Best Practice Change Management
Ensure change management happens smoothly in your organisation with these tips for things that should be on your change management checklist.
August 4, 2017
Applying Agile Service Management at your service desk
There’s a lot of talk about agile. But does agile service management work? Or is the word simply meant to make service management sound cooler?
July 4, 2017
Mapping Customer Journeys for a better user experience
You can no longer hide behind KPIs on the technical performance of your services. And SLAs don’t cut it anymore. It’s all about customer experience.
June 27, 2017
4 steps to a Customer-focused Service Desk culture
See how to make your Service team more customer focused by taking four quick steps towards a more customer focused culture.
May 19, 2017
Maintaining a Best Practice Incident Management process
We often overlook simple things when improving our services. For Best Practice Incident Management you should make sure you’ve done the fundamentals right.
May 17, 2017
6 steps from reactive to proactive Facilities Maintenance
Choose a proactive strategy and prevent common issues, reduce costs and improve your services. Here are six simple steps to switch to proactive maintenance.
April 20, 2017
5 ways to improve your IT department’s image
The image of your IT department might not always be positive. Colleagues will mostly contact you when they have a problem. You’ll need transparency, recognizability and procedures to improve this image. In this blog we give you 5 ways how to improve IT department image.
February 8, 2017
Solve and evolve with KCS: The key to lower costs per call
Knowledge management has a slightly dull reputation. But it can be a quick way to reduce your costs per call. An easy way to start this is, is with KCS.
January 26, 2017
Practicing what we preach – how we implemented Shift Left
We are all about Shifting Left so why would be not also implement it ourselves? Read how we implemented Knowledge Centered Service and tips and tricks we learned.
January 10, 2017
10 tips to improve your IT desk’s customer service reporting
Our top tips for how to gather customer feedback, so that you can learn more about how much your customers love IT! After reading this blog you can get started with customer service reporting.