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15 September 2017

How to get better at Service Desk Process Documentation

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 organisation?

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8 September 2017

The key to proactive Problem Management (Incidents vs. Problems)

Incident Management is a core task for any Service Desk. And we all know that Problems lead to more Incidents. How then, do you avoid more Incidents with proactive Problem Management?

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5 September 2017

Tracking the correct Service Desk metrics

So you have successfully created an array of reports and figures that can tell you everything about every aspect of every call ever logged. Great! You now have a lot of interesting information that will take time from what you should be focusing on: the customer.

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30 August 2017

The 4 pillars of better Service Desk performance

What's the key to improved Service Desk performance? We think it ultimately boils down to the same things that drive success in any organisation. And if that's the case, why not take a Service lesson or two from some really successful organisations?

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24 August 2017

5 checklist items for Best Practice Change Management

One of the tasks of the change manager is to make sure new standard services can be delivered multiple times without problems. To guarantee this happens, make sure you keep track of the following.

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15 August 2017

5 things your service desk account managers should do

How to say no and still leave the customer satisfied? Some organizations have appointed account managers for this: people whose job it is to establish a strong relationship with customers built on clear, regular communication. This can work wonders. Here’s how to get the most out of your account managers.

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8 August 2017

4 KPIs to measure your customer satisfaction

Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the same. We still measure duration, response times and the number of processed calls per month. Useful, but it doesn’t tell you whether your customers are really happy.

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1 August 2017

A step by step guide to Best Practice Service Management


In our previous blogs we explained why IT needs an alternative for ITIL, and introduced a Best Practices for Service Management (BPSM) to help you simplify your processes and improve your services. Here, we’re explaining how to implement BPSM step by step.

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25 July 2017

What is Best Practice Service Management?

The way forward for ITSM is customer focus. Think all you want about how you manage incidents efficiently, but if you don't put your customer in focus in that process, your department will not work on optimal efficiency. And if you think too much about processes, you lose sight of your main goal: providing excellent services.

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18 July 2017

Why ITIL isn't the answer to today's ITSM challenges

For decades, service management frameworks such as ITIL have shaped how supporting departments go about their daily tasks. So why are organisations struggling to translate excellent IT management into equally good services? 

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