Metrics & KPIs

Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the same. We still measure duration and response times and the number of processed calls...

ITSM Processes

The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage monsters....

ITSM Processes

Happy Sysadmin day! It’s the perfect day in the year to celebrate system administrators. Which you should do, because where would you be without them? Nowhere, that’s where. Who resets your...

Service Culture

The modern office. What does it look like? Do you still have a dedicated workplace or can you take your laptop and sit wherever you choose? Do you even go to an office at all? Perhaps you...

Customer Experience

How do you improve your Customer Experience without increasing your budget? This is the conundrum for many service desks. The answer can come from an unexpected place: you can learn some...

Service Culture

Why do so many people hate their jobs? And why do others go to work with a spring in their step? Disgruntled employees tend to complain about the same things: their boss ignores their...

Customer Experience

HBO’s hugely successful Game of Thrones is coming to its 8th and final season. Now before we get all teary-eyed and find out who ends up on the Iron Throne, we’d like to share our insight...

Customer Experience

So, you’re ready to improve your services. Making a customer journey sounds like a plan, but what’s the goal of customer journey mapping? And once you’ve decided it’s the right approach for...

ITSM Processes

Last week saw the publication of the first part of ITIL 4: ITIL Foundation. In this blog I'll answer all your burning questions about ITIL 4. Such as: What’s new in ITIL 4? And does the new...

Agile Service Management

When you think of agile working methods, Scrum is one that quickly comes to mind. But while Scrum works great for implementing changes and projects, it has a far from perfect success rate...