Enterprise Service Management

For the third consecutive year, we’re predicting the top service management trends to sweep the industry in 2021. Last year, I said that most trends in service management develop slowly....

Enterprise Service Management

Industry expert Stephen Mann shares the seven most important day-to-day responsibilities of a shared services manager and the personal traits that set apart those who thrive in this role.

Enterprise Service Management

What’s the difference between cooperation and collaboration? And why are some organizations so afraid of the latter? In his second guest blog, industry expert Doug Tedder answers all these...

Enterprise Service Management

Industry expert Stephen Mann is back with another blog. Today, he explains how a shared services model extends the benefits of Enterprise Service Management (ESM) for your organization. Are...

Enterprise Service Management

Working from home has been – and will be – the norm for quite some time. But that doesn’t mean you can’t prepare for your return to the office in case COVID-19 measures start to ease....

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...

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...