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23 November 2017

How customer centric is your Service Delivery?


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 surprisingly difficult - especially with concepts that are tricky to measure. So, what can you do?

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12 September 2017

Making your IT Service Level Agreements more flexible

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 forget about the Service. We see this too often. The solution? A shift towards XLAs.

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1 September 2017

Improving your Service Desk's end-user communication

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. And to understand your audience, you have to communicate - and you have to think a bit like a marketer.

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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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22 August 2017

Better Service Management on a smaller budget

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.

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4 August 2017

Applying Agile to Service Management

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.

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4 July 2017

How customer journeys improve customer satisfaction at your service desk

You have a look at your customer satisfaction figures and it turns out there's room for improvement. But where to start? Your first step: mapping a stand-out customer journey.

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27 June 2017

4 steps to a Customer-focused Service Desk culture

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.

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2 May 2017

What does Shift Left mean for ITSM?

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.

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27 April 2017

3 IT Self-Service Portal Best Practices

Nowadays most of your customers expect you to have some sort of portal where they find answers to their problems, and get in touch with support when they need to. A portal is essential for enabling your workforce to do their best work. But how do you make best use of that portal?

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