Do you work at a municipality? And are you responsible for IT or citizen support? Then listen up. I’ll explain why you need each other to provide excellent service your citizens - and how...
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Do you work at a municipality? And are you responsible for IT or citizen support? Then listen up. I’ll explain why you need each other to provide excellent service your citizens - and how...
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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...
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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?...
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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...
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Shared Service Management is an important development in interdepartmental collaboration between the supporting departments of an organization. It offers many advantages for the...
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According to the Service Desk Institute (SDI), 90 per cent of organizations have more than one service desk and 55 per cent are planning for shared service management. There are a lot of...
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Supporting departments within organizations have traditionally focused on managing and continually improving their own services. However, end users are becoming more and more critical and...
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Supporting departments within organizations have traditionally focused on managing and improving their own services. However, end users are becoming more critical and demanding of services...
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