Enterprise Service Management

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...

Enterprise Service Management

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...

Enterprise Service Management

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...

Enterprise Service Management

During the process of making the procedures of various supporting departments uniform, one department often takes the lead. In this article I will explore whether it is better to search...

Enterprise Service Management

Shared Service Management is an important development in the collaboration between an organization’s supporting services and it offers many advantages for the organization and the end...

Enterprise Service Management

According to a report by SDI and TOPdesk, 90 per cent of organizations have more than one service desk and 55 per cent are planning for shared service management. There are a lot of...

Enterprise Service Management

Supporting departments within organizations have traditionally focused on managing and continually improving their own services. However, end users are becoming more and more critical...

Enterprise Service Management

Supporting departments within organizations have traditionally focused on managing and improving their own services. However, end users are becoming more critical and demanding of...

Enterprise Service Management

Supporting departments within organizations have traditionally focused on managing and improving their own services. However, end users are becoming more critical and demanding of...

Enterprise Service Management

How frustrating is it to have five different questions and having to choose from five different service desks? Yet this is the kind of service structure many organizations use today. More...