e-book overview

Knowledge is the key to better services

A little knowledge goes a long way. Whether you’re looking to learn about self-service or customer-centricity, we’re sharing these practical tips to help you get started.

Enterprise Service Management

Have you heard of Enterprise Service Management? But don’t know if it’s right for your organization? Or where to start? This complete guide gives you practical tips on the what, why and how of ESM.

Knowledge Management

What does good knowledge management look like? Discover how sharing knowledge can make your service desk more efficient, and calculate exactly how much time you’ll save if you put in the effort.

Customer journey mapping

Mapping your customer’s journey is a quick way to spot potential improvements to your service delivery. This toolkit gives you a one-hour workshop and materials to make customer journey mapping a piece of cake.

Best Practice Service Management

If you’re looking to make customers truly happy, it’s time to focus less on tools and processes. Best Practice Service Management helps you take the next step towards true customer-focused IT service management.

Customer Centricity

The secret to cutting costs and improving efficiency? A customer-centric service desk! Discover how putting your customers first is the best way to become more cost-effective and increase customer satisfaction.


With this complete guide to self-service, you’ll discover how to make your customer more self-reliant, improve the efficiency of your service desk, and promote your self-service portal.

Workforce Enablement

It’s time to unleash the potential of your workforce! With this toolbox, you’ll find out which skills to look for in your teams, what your customers need to be productive, and how to minimize disruptions within your organization.

Agile Service Management

What is Agile, Scrum, and Agile Service Management? This ebook reveals all, including 6 real-life examples of how you can bring back speed, flexibility and customer-focus to your IT team.