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ITSM Processes

Understanding the Incident Priority Matrix
By Sumit De on August 14, 2019

The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage...

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ITSM Processes

AI in service management 101
By TOPdesk on August 8, 2019

AI: it’s been quite the buzzword lately, but what will it actually do for your services? Is it really that great, or is it just another hype that will fizzle out as quickly as it came up?

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ITSM Processes

System administrators: the #SUPERHEROES of your organization
By TOPdesk on July 25, 2019

26 July was Sysadmin day! It’s the perfect day in the year to celebrate system administrators. Which you should do, because where would you be without them? Nowhere, that’s where. Who...

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ITSM Processes

The impact of AI on your service desk
By Leo Kranenburg on May 29, 2019

Artificial Intelligence (AI) is increasingly making its presence known in the service industry. According to Gartner, half of all medium to large enterprises will utilize AI-powered...

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ITSM Processes

How AI makes service desk customers more self-sufficient
By Arvind Ganga on May 9, 2019

How self-sufficient are your service desk customers? Shift Left is a method for making your customers more self-reliant by giving them the tools for finding the answers to their...

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ITSM Processes

ITSM-trends: VeriSM, one model to rule them all?
By Gunnar Oldenhof on May 2, 2019

Trends come and go in service management, technology, processes and frameworks. For every trend, the question is: how will it help you? Does the latest trend really help you improve your...

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ITSM Processes

Augmented Intelligence for a smarter service desk
By Arvind Ganga on April 4, 2019

Artificial Intelligence is everywhere. From automatic suggestions in Netflix, to self-propelled cars and pioneering research in the medical world. AI is also becoming increasingly...

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ITSM Processes

ITIL 4: the new service management bible?
By Bas Blanken on February 28, 2019

Last week saw the publication of the first part of ITIL 4: ITIL Foundation. In this blog I'll answer all your burning questions about ITIL 4. Such as: What’s new in ITIL 4? And does the...

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ITSM Processes

ITIL 4 is coming. What is it, and is it still relevant?
By Niek Steenhuis on November 1, 2018

At the start of next year, ITIL 4 will be launched. But what does that mean? What will change? And is ITIL still relevant or not? We asked Bas Blanken, service management consultant &...

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ITSM Processes

How will AI and Machine learning change service management?
By Geoffrey Simpson on September 6, 2018

Artificial Intelligence – AI – is a popular topic at service management events. It’s exciting and full of promise for a brighter future. But what are the advantages of AI? How will AI...

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