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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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11 July 2017

Using ITIL as a Framework and not a set of rules

When I’m chatting with customers that need help with their processes, I almost always find myself saying “yes, but you’re looking at frameworks and reading them if they’re rules”. This point bears repeating.

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16 March 2017

6 guidelines for a successful application of ITIL

ITIL can be tough to get your head around, so we have translated the collective experience of more than 80 TOPdesk consultants into six guidelines for a successful application of ITIL v3. We have also grouped various ITIL processes according to priority, to help organizations to decide which ITIL processes deserve attention first.

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17 January 2017

Making your IT Service Catalogue customer centric

For many IT teams, a service catalogue is a common first step to take in order to go beyond being a simple ‘break-fix’ service desk.

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12 January 2017

More reasons for shared services: the Google effect


Supporting departments within organizations have traditionally focused on managing and continually improving their own services. However, end users are becoming more and more critical and demanding of services supplied by HR, FM and IT departments. Part of this is because they now can find out many problems themselves through search engines. How do we combat this? One answer is in Shared Service Management.

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