Enterprise Service Management

Inspired by the Mars rover mission that’s supposed to launch on 20 July 2020, we started thinking about the frontiers of the service desk. Will the service desk as we know it still exist...

Enterprise Service Management

Wouldn’t it be great to have completely stress-free workplaces? Unfortunately, this is unrealistic – stress is part and parcel of life, and work is no different. We’re going to run through...

Enterprise Service Management

Why is having a single point of contact (SPOC) so important for Enterprise Service Management? In his first guest blog, industry expert Doug Tedder explains the transformative effect that a...

Enterprise Service Management

You’ve probably heard of the many benefits of Enterprise Service Management (ESM) before. But how do you launch ESM in your organization? Use one of our three routes to travel to planet ESM...

Metrics & KPIs

Industry expert Stephen Mann is back with another blog! Today, he shares what makes or breaks your Service Level Agreements (SLAs). Discover how to use SLAs in your organization with...

Service Culture

Successful organizational culture. When I say it, one company automatically comes to mind: Google. Everyone would love to play games at their headquarters all day, right? But is that all...

Enterprise Service Management

Enterprise Service Management: it’s a huge buzzword in the service management community. Thinking about hopping on the bandwagon yourself? First, you have to find out what the value of ESM...

Enterprise Service Management

Do you work at a municipality? And are you responsible for IT or citizen support? Then listen up. I’ll explain why you need each other to provide excellent service your citizens - and how...

Customer Experience

You're trying to increase your customer satisfaction score or improve the image of your IT department. Have you considered mapping your customer journeys?

Metrics & KPIs

So you want to set targets for your department. But where do you start? You’ve done your research and everybody who is anybody is saying service desk KPIs are the way to go. But what...