While SLAs are great for reporting to management, relying on them too heavily will risk long term damage to your organisation. You simply get blinded by numbers and forget about the Service. We see this too often. The solution? A shift towards XLAs.
12 September 2017
1 September 2017
To provide good service as a Service Department, you have to understand your Customers. If not, it's almost impossible to deliver services that are optimised to the needs of your audience. To understand your audience, you have to communicate - and you have to think a bit like a marketer.
30 August 2017
What's the key to Service Desk success? 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?
22 August 2017
How do you invest in better services when you don’t have a lot of resources? Tim van Leeuwen, Manager facility department at NHTV, a University of applied sciences in the Breda, the Netherlands, shares his tips for great customer and employee satisfaction.
4 August 2017
There's a lot of talk about agile in the industry. But does agile service management work? Or is the word ‘agile’ simply meant to make service management sound cooler? Opinions are divided, but there is definitely a fair few benefits to working agile, even for Service Desks.
28 July 2017
We strongly believe that Knowledge Sharing is the way to go for the modern Service Desk. Instead of reinventing the wheel with every call, you should be using the collective knowledge of the Service Desk to solve calls faster, with proper use of Knowledge Management.
You receive daily feedback from customers on your services. There is room for improvement. But where to start? Your first step: mapping a customer journey.
27 June 2017
Focusing on the customer can help your Service Department work more efficiently and improve the relationships with your Customers and colleagues. A big part of Customer Centricity is making sure your team adopts a Customer focused internal culture. Here are 4 steps to ensure that happens.
2 May 2017
Shift Left as a trend keeps on growing in the industry, and as a company focused on service excellence and end user empowerment, we couldn't be happier. But why is Shift Left the trend? We put together what we think are the top five reasons, as an introduction for you who is still a bit out of the loop.
27 April 2017
Nowadays most users expect their organisation to have some sort of portal they can use to find answers to their problems, as well as to get in touch with support when they need to. But how can you make sure that you’re making best use of that portal?