ITSM

In a nutshell, IT Service Management (ITSM) is about providing customers with well-organized IT services that add value to your organization’s business goals. Yes, ITSM makes sure customers get to enjoy a PC that works. But it also uses processes such as incident management, asset management, and problem management to add value through IT services. Simply put, ITSM helps your entire organization perform better.

Time for the things that truly matter

Read the stories of 3 IT departments who reduced their workload with TOPdesk's ITSM tool. Now they have time for things that truly matter.

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IT worker enjoying a meme

10 Classical art memes that surprisingly capture working in IT

Could it be possible that historical paintings could capture the experience of an IT help desk worker? Absolutely, with memes.

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The 3 biggest advantages of modern ITSM tools for your service desk 

Discover the 3 biggest advantages of modern ITSM solution for your IT service desk, ITSM tools improve efficiency and empower your end-users.

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Implementing a knowledge base

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.

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Creating a knowledge base

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.

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Employees using digital knowledge base

Knowledge Management best practices

Stop reinventing the wheel with every call: use the collective knowledge of the service desk to solve calls with knowledge management best practices.

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A traditional service catalogue

The benefits of knowledge management for your service desk

What are the benefits of knowledge management for your service desk? Read why you should invest in KCS and calculate how much time it’ll save.

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service desk automation

The benefits of service desk automation

By leveraging service desk automation, service desk employees can spend their time doing what they do best: using their expertise to resolve complex calls.

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ITSM trends of the year 2021

Top 5 Service Management trends for 2021

Wondering what the top 5 service management trends will be in 2021? If so, look no further. Check out this blog to find out our expert predictions.

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ITAM vs ITSM – how they differ and complement each other

Industry expert Stephen Mann dives into ITAM vs ITSM. What exactly is IT Asset Management (ITAM) and how does it relate to ITSM?

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The dangers of shadow IT

What is shadow IT? Answers to 5 frequently asked questions

What is shadow IT? Read the answers to 5 frequently asked questions about shadow IT and find out how to manage shadow IT in your organization.

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3D impression of maturity model

Find out where you stand with the TOPdesk Maturity Model

Transform the service departments in your organization into business partners and add continuous value with the TOPdesk Service Excellence Maturity Model.

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In at the deep end with MSP's

How to simplify your change management process

Change management processes can be overly complicated at times. Find out how to simplify your change management process and make it easier for everyone.

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A look at the service desk of the future

The service desk as we know it won’t exist anymore in 2030. But what will it look like instead? Let’s take a look at the service desk of the future.

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What is swarming? And how does it benefit your IT support?

What is swarming? Find out how it compares to the traditional three-tiered support model and why it’s more about culture than structure.

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5 SLA best practices for better business outcomes

Discover how to make your Service Level Agreements actually work with industry expert Stephen Mann’s five SLA best practices.

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How to maintain security when employees work remotely

Struggling to balance security and employee experience? Check out our comprehensive guide on how to maintain security when employees work remotely.

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Service desk KPIs: the low-down

Setting targets for your department. Easier said than done. Where do you start? Service desk KPIs are the answer. Find out the lowdown on KPIs here.

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ITIL Service Lifecycle

What happened to the ITIL service lifecycle in ITIL 4?

Spoiler alert: the ITIL service lifecycle is gone in ITIL 4. But don’t worry: it isn’t dead and you can still use it. Find out what your three options are.

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Creating a knowledge base

Using forms in your self-service portal: 4 best practices

Can you improve the forms you use and make them more customer-centric? Find out how to improve your self-service portal with these best practices.

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All kinds of different characters at work at the service desk

Which Sesame Street character at the service desk are you?

Which Sesame Street character at the service desk are you? Take the quiz to find out and download our Microsoft Teams background for your next video call.

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Service level agreements

The top 5 ITSM trends for 2020

How will ITSM change this year? We collected the 5 most relevant ITSM trends 2020 that will change service management.

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The dangers of shadow IT

What is shadow IT? Answers to 5 frequently asked questions

What is shadow IT? Read the answers to 5 frequently asked questions about shadow IT and find out how to manage shadow IT in your organization.

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