BLOG

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

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

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

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...

Watertight, not Watermelon SLA’s

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

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

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

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

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

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....

NEXT STEP

 

TALK TO AN EXPERT