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Stay up to date with the latest developments and read what we have to say about service management, trends and applications.
More features, wrong reasons
When it comes to service management tools, more features means better. Simply because more features provide more options and the freedom to use the tools the way you want. Sounds simple, so what is the issue here? Let's further explore this idea with a simple example,...
Intelligent Swarming: prepare yourself for shift-left success
This blog is a follow-up of a previous blog where we explained the challenges of most support organizations preparing for a shift-left initiative. As explained in that blog, the traditional tiered support model is no longer effective after a successful shift left and...
95% of all support organizations are not ready for shift-left
Most support organizations use a tiered support model for handling incoming requests. It all starts with level 1 (the service desk) and requests can be escalated to higher levels of support based on the complexity of the issue and the skills and knowledge of the...
Frequently Asked Questions about 4me
In this article we answer frequently asked questions about what differentiates 4me from other service management solutions.
Watertight, not Watermelon SLA’s
The ‘Watermelon SLA’ concept is a simple graphical way of showing that many SLAs are not fit for purpose. This has been successful in getting some clear and honest messages across to the industry about expectation management, performance measurement, metrics and...
Why you need a Service Catalog
Before you consider to doing business with an organization, you first need to discover what they have to offer. You would like services and / or products to be organized and described in a way that makes sense to you, the (potential) customer. Law firms organize their...
SIAM made simple: an introduction
If you search on Wikipedia for Service Integration and Management you will find a page that starts with a warning: this article appears to contain a large number of buzzwords. Touché. SIAM has become the favourite subject of analysts, consultants and other people who...
10 frequently asked questions about KCS
KCS is a methodology that vastly improves your knowledge management results. In this blog, we answer 10 frequently asked questions about Knowledge Centered Service (KCS). Do you have a question about KCS that is not listed here? . Just contact us, we're happy to help!
The CMDB is overrated
It is a known 'fact' that you need a Configuration Management Database (CMDB) to be successful in IT Service Management. After all it is nicknamed as ‘The Single Source of Truth’ for a reason. Yes, it takes a lot of effort to set it up and maintain but in the end it...
ITSM tool selection: why you are doing it wrong
So you are ready to select a (new) ITSM tool. Your first step is defining your requirements so you ask your colleagues to list all the functionalities they need. These gather all these requirements in a large Excel sheet or document and send this to several vendors....
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