Customer Experience

Since the majority of people have to work from home for the foreseeable future, your customers will definitely use your self-service portal more often. That's why you have to make sure your...

ITSM Processes

In his previous blog, industry expert Stephen Mann explained why ITIL problem management adoption levels are so low – and why that’s a problem. Today, Stephen shares ten practical problem...

Enterprise Service Management

We’ve talked about the benefits of Enterprise Service Management (ESM) before. But what does it look like in real life? Utrecht University embarked on its very own ESM journey, with most of...

ITSM Processes

The change process can be long and tedious, slowing down your organization. How can you make it more agile? By reinventing the CAB (Change Advisory Board). Here’s how.

ITSM Processes

You know about ITIL 4. And you know it’s not flawless. But how does it handle problem management? We’re excited to present this guest blog by industry expert Stephen Mann. Let’s find out...

Enterprise Service Management

IT organizations are outsourcing increasingly more services. This raises the question: how do you keep your service quality high when you’re working internal and external service providers?...

ITSM Processes

How will ITSM change in the coming year? Just like we did last year, we collected the 5 most relevant ITSM trends for 2020 that will change service management.

ITSM Processes

You’ve heard of DevOps. You know it means that development and IT operations will work together more. The goal is to make better products for customers faster, and to be more aligned with...

Service Culture

Self-service, Shift Left and AI free up time that your service desk staff can use to focus on important and recurring problems. Given that these are the problems that have the greatest...

ITSM Processes

It’s October again. It's time for Halloween, so it’s the season to be scared. It’s probably not a coincidence that October is also Cyber Security Awareness Month, because if there’s one...