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Enterprise Service Management

The value of Enterprise Service Management for your organization
By Gunnar Oldenhof on May 14, 2020

Enterprise Service Management: it’s a huge buzzword in the service management community. Thinking about hopping on the ESM bandwagon yourself? First, you have to find out what the value...

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Enterprise Service Management

Why ESM is key in improving your citizen support
By Wouter van den Bergh on April 30, 2020

Do you work at a municipality? And are you responsible for IT or citizen support? Then listen up. I’ll explain why you need each other to provide excellent service your citizens - and...

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Enterprise Service Management

Utrecht University: Enterprise Service Management case
By Naïma Lachhab on February 6, 2020

We’ve talked about the benefits of Enterprise Service Management (ESM) before. But what does it look like in real life? Utrecht University embarked on its very own ESM journey, with most...

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Enterprise Service Management

26 IT service management terms – from ABC to XLA
By Niek Steenhuis on January 9, 2020

The field of service management is no stranger to buzzwords. What do terms like ESM, SIAM and swarming mean? And how could they benefit your service delivery? We collected a list of...

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Enterprise Service Management

What is SIAM: Service Integration and Management?
By Gunnar Oldenhof on December 12, 2019

IT organizations are outsourcing increasingly more services. This raises the question: how do you keep your service quality high when you’re working internal and external service...

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Enterprise Service Management

6 articles on silo-breaking with Enterprise Service Management
By Niek Steenhuis on November 7, 2019

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...

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Enterprise Service Management

The 5 IT service management trends for 2019
By Nancy Van Elsacker Louisnord on January 3, 2019

➝ Looking for the latest developments in the world of ITSM? Read about the trends for 2020 in this blog. 2018 has come and gone, which means it's time to focus on 2019! What will happen...

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Enterprise Service Management

How Santa delivers presents with service management
By Nicola van de Velde on December 11, 2018

The last weeks of the year are extremely busy – and not just for service desks. Santa has to build and store over 1.4 billion gifts, then fly across the world to deliver them to close to...

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Enterprise Service Management

[Video] What is Shared Service Management?
By Nancy Van Elsacker Louisnord on October 4, 2018

In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is it? And...

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Enterprise Service Management

How Enterprise Service Management improves the user experience
By Martijn Poll on May 31, 2018

Did you ever notice how many questions a new employee has in their first few months? How can I submit my declarations? Who do I have to request a phone from? Et cetera. Of course you...

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