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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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Processes

5 ideas for a better Problem Management process (step-by-step)
By Hannah Price on July 26, 2018

A good, proactive Problem Management process is a crucial way to minimize the impact of disruptions whilst increasing satisfaction and trust, of your customers when incidents occur....

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Processes

5 Problem Management best practices
By Hannah Price on June 20, 2018

In Service Departments, there’s a tendency to focus on resolving immediate Incidents rather than addressing the underlying Problems. The catch-22 is that those Problems lead to more...

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Processes

Why choosing Help Desk Software is a struggle
By Marcel van Loon on June 14, 2018

Help desk software as solution Good help desk software will help streamline your day-to-day help desk operations. Often, it will include a ticketing system for your IT, FM or HR...

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Processes

Save costs on your supplier contracts? Do these 3 things.
By Yannick van Welzen on March 8, 2018

I recently visited the IT department of an educational institution to advise them about their contract management. Three months later they’d saved one million euros for the coming two...

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Processes

How to better include your end-users in Change Management processes
By William Bolton on February 15, 2018

Change processes sometimes get a bit too overly complicated. And what tends to happen when you get too into the processes is you forget to involve your stakeholders enough. So what can...

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Processes

Why IT needs to drive digital transformation
By Robbert Petterson on November 8, 2017

Research shows that organizations with IT focus are 20% more profitable than competitors. So there is evidence that IT should be more involved in strategic descisions, but the department...

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Processes

Getting the Incident Escalation process right
By Sumit De on November 1, 2017

Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly...

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Processes

Is your Service Desk GDPR-ready?
By Jeroen Boks on September 28, 2017

It’s an important subject for many organizations: the GDPR. From 25 May 2018 on, this legislation comes into force for the entire European Union and organizations must meet the new...

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Processes

Better Contract Management for MSPs
By André Kevenaar on September 21, 2017

Your customer picked you as their Managed Service Provider and you’ve both signed the contract. Let’s put that contract in a file. Or wait. Is that really the best thing to do?

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