First-hand learning from real-world triumphs and industry leaders
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…
The rise of Generative AI, its impact on cybersecurity, and the rapid changes in the market are just a few of the trends shaping the future of technology and business. Are you looking to stay informed and ahead…
Bouwinvest is an institutional real estate investor undergoing significant development. As a result, there is a growing need for control and insight into IT developments, as well as an increased demand for clear oversight. After an extensive screening…
Switch began using Clientele ITSM several years ago. Today, multiple departments, including the service desk, rely on the software. Gerard van Beek, Manager of E-Services at Switch, explains: "At Switch, we aim to always meet our customers' expectations…
SPIE is originally a French company specializing in the design, development, construction, and maintenance of energy-efficient and environmentally friendly installations. SPIE operates in four markets, including urban renewal and sustainable industrial activities. Jan Verkaik, as Division Director, is…
Financial Trends Among MSPs: Focus on Long-Term Relationships The MSP market is growing, driven by increasing digitization and long-term client contracts. According to Hylke, the key to success lies in building strong, sustainable relationships: "You need to cultivate long-term…
What is XLA, and why is it relevant? XLA is a concept that is gaining traction in the IT world, but not everyone uses the same definition. Robin points out that XLA goes beyond a simple measurement of…
What exactly is SIAM? According to Dave, SIAM is about integrating various vendors within an IT ecosystem to create a smoothly functioning whole. “Perhaps the best definition is ‘the art of minimizing ping pong,’” he says with a…
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…
In the old days, life was simple. Service organizations were running on a yearly budget. One of the reasons this was possible was predictability of costs. It was relatively easy to predict costs of employees and assets. The…
This blog post 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…
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…
