Customer Experience

Imagine it’s your first day at your new job. You don’t know where to go and hope everything is ready for you. Well, the problem is - in many organisations, everything isn't ready. And there...

ITSM Processes

You have some new starters coming in and you want to improve your employee onboarding process. But you don’t know where to start. Well, the first step is quite easy: go have a coffee with...

Agile Service Management

Contrary to what some people believe, the Agile mindset and service management go together quite nicely, as I explained in my previous post blog. But how do you translate the agile...

Agile Service Management

IT is falling deeply in love with Agile. But is a happy marriage between agile service management and watertight ITIL processes really possible? We think so!

Self Service

Making the most of self service will save you work in the long run, but also requires a bit of work to get going. To get the most out of it, you need to design a good self service portal...

ITSM Processes

We love changes, if they are for the better. But Change Management is still arguably the ITIL-process that causes most people on a project the most problems. But these problems can easily...

Metrics & KPIs

So you have successfully created an array of reports and figures that can tell you everything about every aspect of every call ever logged. Great! You now have a lot of interesting...

ITSM Processes

One of the tasks of the change manager is to make sure new standard services can be delivered multiple times without problems. To guarantee this happens, make sure you keep track of the...

ITSM Processes

In our previous blogs we explained why IT needs an alternative for ITIL, and introduced a Best Practices for Service Management (BPSM) to help you simplify your processes and improve your...

ITSM Processes

The way forward for ITSM is customer focus. Think all you want about how you manage incidents efficiently, but if you don't put your customer in focus in that process, your department will...