Customer Experience

You don’t get satisfied customers by trying to be the best at everything. Sometimes it’s better to outsource certain tasks. But how much should you outsource if you want to increase...

Self Service

We asked IT experts from all around the globe about the state of their self-service. Our survey included questions such as: Through which channels do you receive most of your requests? Do...

Self Service

Are you about to merge two or more service desks? Perhaps due to a merger of companies, or a centralization within your organization? The key to shaping the various teams into one...

Agile Service Management

Agile has been a standard way of collaborating within software development departments for years. Nowadays, Agile is used more and more in other departments as well, including the world of...

Metrics & KPIs

Are you planning to do an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of making your project successful.

Agile Service Management

Thanksgiving’s right around the corner. How do you prepare? Do you lock yourself up in your kitchen for days, or do you cook with family and friends? Do you stick to the recipe, or...

Knowledge Management

In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?

Customer Experience

What’s the difference between customer satisfaction and customer loyalty? How can you measure whether your customers are satisfied and will keep buying from you? How much effort should you...

Customer Experience

So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds...

Enterprise Service Management

In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is shared...