The votes are in: these are the best posts of 2019
Welcome to the year 2020! Now that 2019 has drawn to a close, we’re looking back at what you thought were the most interesting stories on the TOPdesk blog. And of course, we’re looking back at the trends we’ve predicted a year ago. Did we hit the mark? Here are the top stories of 2019.
5 ITSM trends for 2019
About a year ago, we predicted that the short-term impact of AI wouldn’t be as massive as we’re led to believe sometimes, that service culture would become the third pillar for service management alongside processes and tools, and that Enterprise Service Management (ESM) would become the norm.
Want an agile service desk? Forget about Scrum, start using Kanban
Scrum has been all the rage, and while it works great for projects and implementing changes, it’s a lot harder to get right in service desk environments that deal with calls each and every day. Working with a Kanban board might be a better bet for your service desk.
ITIL 4: the new service management bible?
February 2019 – did you have it marked in your calendar? The long-awaited ITIL 4: ITIL Foundation launched. As we’re expecting the publication of ITIL 4 Managing Professional and ITIL 4 Strategic Leader later this year, make sure that you’re up to speed on all the concepts, terms, and practices to get started with the new version of ITIL.
4 things Game of Thrones teaches us about customer experience
Another unforgettable moment of 2019: Game of Thrones came to an end. Although the final season has been a great source of controversy, we think you can learn some important lessons about customer experience from HBO’s hit series.
4 customer satisfaction KPIs for your service desk
Service desks have become more customer-oriented over the past years, but their Key Performance Indicators have stayed the same. Judging from the popularity of this blog, you thought it was time to update your KPIs as well.
5 Problem Management best practices
Another best practice post in the top 7 posts of 2019. In this blog, our consultant and knowledge sharing expert Hannah Price gives you tips on how to strike a balance between ever-present Incident Management and long term Problem Management.
Service Desk Bingo: How many squares can you cross off?
After a year of hard work, we’re ending the year 2019 with a bit of fun. We know no two days on the service desk are the same, but there are those recurring situations you’re all too familiar with. Take a look at our Service Desk Bingo card and see how many of the squares you can cross off.
Ready for new trends and topics?
Of course, we’re not leaving you with just a review of our past stories. For 2020, we’ve written down our expectations again. Take a look at our top 5 ITSM trends 2020 blog to read what you can expect in the new year. And don’t miss out on any of the news by subscribing to our weekly blog update email.
KCS: reduce IT call volume and service desk workload
How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge management is the answer.
Self-service and automation – some common questions answered
There’s been an ever-growing interest in self-service and automation the last few years. And that’s great! It has a ton of benefits for service desks. But some questions still arise: does it create new work? Will it take away my work? Find out the answers in this blog.