Process management
You have probably already experienced a project that did not go according to plan, even though everything was organized to a T: a good team, thorough preparation and a dedicated management team. In this article, I will explain how colour-coding can offer a solution when determining the best change strategies for your projects.
Since the beginning of January 2011, the exam for ITIL version 2 is no longer available. Every organization that has links with ITIL will now have to get their teeth into ITIL v3®, which with almost 40 processes is a lot more in depth than its predecessor. But is ITIL really relevant for every organization? And how can you apply it in practice?
During a recent implementation of TOPdesk, I found myself in an intense discussion about master data; the staff data entered in TOPdesk to keep track of who your customers are. At this organization, a telephone directory was available on the intranet. So far, so good, I hear you thinking. But if an employee changed position, or took his papers and family photos and relocated to a new desk, he had to fill in a web form in order for someone else to adjust the details in the telephone directory. And what happened then?
On a daily basis, the TOPdesk consultants encounter organizations that have trouble successfully implementing their processes seamlessly. It is up to the consultant to get this right for the client. TOPdesk has built up years of experience dealing with this. This article provides practical tips to help you ensure that your implementation process flows effortlessly.
SaaS – Software as a Service – is a growing offshoot in the world of web applications.
To improve customer service, many governmental agencies are looking to digitalize their services and procedures.
Geert Hofstede was one of the first to conduct in-depth research into cultural differences. Among other subjects, he examined the differences between how IBM workers around the world viewed matters such as time, hierarchy, success and assurance. Now, more than 20 years later, businesses still use his book as a guide. When operating outside of the continent, European companies often expect to deal with large differences in culture.
Within the last fifteen years, the role of IT service has experienced explosive growth. What began as a small group of system administrators, who managed the network behind the scenes, has grown to become a valuable department, which has a central place within the organization. For IT organizations, providing good service is now more important than it ever was, with satisfied customers being a measure for success.
Maintaining a strong base of satisfied customers is an important objective for any business operation. This is especially true for service management organizations; in fact keeping customers satisfied is often their primary objective. Each organization has its own methods, but learning to capitalize on new trends in customer satisfaction will keep your organization ahead of the game.
Last month, I went out for dinner. The menu was exciting, the view fantastic and the service attentive. While the bill ended up being higher than expected – thanks, in part, to a liberal amount of good wine – at the end of the night we patted our bellies in satisfaction and stepped smiling into the taxi to go home.
A new service desk can be a source of stress for both the service desk employees and their other colleagues.
Research from PricewaterhouseCoopers shows that 75% of all IT projects in the UK fail. The main reason for this appears not so much to be a failure of the technology or the inefficiency of work processes, but because of insufficient attention for the people within an organization.
On June 14th, ITIL version 3 was officially introduced in the Netherlands at the ITSMF Academy, the annual conference of ITSMF Netherlands.
Outsourcing – contracting of work with the intention of increasing the efficiency of an organisation or reducing costs – has been around for quite some time now.
Customer satisfaction is a concept which is met with approval on all sides. Yet at the same time it is as subjective as it is freely interpretable. Because what is customer satisfaction?
TOPdesk clients illustrate the growing need for an application to support their facilities processes
InfoGroen has been active in the green sector in the Netherlands for almost 20 years. Gardeners and horticulturists receive support for their administrative business processes through software, hardware and courses.
IT managers are constantly under pressure to work cheaply and more effectively. In many cases ITIL is commissioned for the desired improvements, but not infrequently without results.
Information regarding your organisation runs, more or less, a safety risk. Certainly you wish to limit that risk as much as possible.
Despite its existence since the late 1980s, the Information Technology Infrastructure Library (ITIL) only began gaining recognition in Australia in 2001.
The modern system manager and service desk employee can’t live without such gadgets as the Blackberry, PrintBrush and Plastic Logic’s flexible screen.
In the endless forest that is service management, you can get lost in no time. The forest seems to grow continuously. There is a new procedure or guideline lurking behind every tree.
When deciding whether or not to outsource company processes offshore, many criteria play an important role. Each country has its own ‘specialty’.
Wolter Smit, one of TOPdesk's two directors, on a daily basis comes in contact with organisations that outsource IT services.