The circle of customer value: how IT truly delivers value
Many consumers of IT services let IT report on the quality of its own performance. That’s not only quite strange, but it also shows that the customer doesn’t fully understand or fulfill their own role — nor do they recognize how and why IT services are actually delivered. As a result, this is one of […]
Build on your people, not on roles
When organizations want to apply frameworks like ITIL or DevOps, they usually start by designing practices and processes from the top down: What needs to be done? Which roles are required? But we rarely ask the most important question: How do we ensure that the people in the team can actually do this work? And […]
The escalator paradox: what London teaches us about IT service management
Every IT manager knows the scene: that one colleague who reacts instantly, picks up tickets, and proudly says, “Another one solved!” And yet… the flow remains sluggish. Waiting times persist, problems keep coming back, and escalations pile up. How is that possible? The escalator paradox: what London teaches us about IT service management In 2015, […]
What ITSM can learn from guide dogs
Intelligent disobedience: what IT Service Management can learn from guide dogs Within IT Service Management (ITSM), we’re constantly looking for ways to collaborate more effectively, manage risks, and deliver customer value. And sometimes, the best insights come from unexpected places. I recently thought back to my time working in care for people with visual impairments […]
Is the IT-manager the bottleneck?
Enhancing Service Processes for Optimal Care Delivery At Ipse de Bruggen, we understand the critical role efficient service management plays in delivering exceptional care. That’s why our IT department and Service Desk have embarked on a journey to elevate our operations using TOPdesk and ISM methodologies. Our aim? To streamline documentation, standardize workflows, and gain […]
Customer Case Wortell
Managing Rapid Growth at Wortell Wortell, a dynamic organization, experienced a remarkable 500% growth in its workforce over three years. Rapid expansion often brings substantial challenges, particularly in maintaining effective communication and collaboration across teams. When teams fail to share information effectively, it can obscure the full picture for employees, hinder optimal performance, and negatively […]
Customer Case Ipse de Bruggen
Enhancing Service Processes for Optimal Care Delivery At Ipse de Bruggen, we understand the critical role efficient service management plays in delivering exceptional care. That’s why our IT department and Service Desk have embarked on a journey to elevate our operations using TOPdesk and ISM methodologies. Our aim? To streamline documentation, standardize workflows, and gain […]
Customer Case St. Antonius Hospital
Results-Oriented Methodology & Compliance with NEN7510: A Case Study from St. Antonius Hospital’s I&I Department The Information & Informatics (I&I) Department at St. Antonius Hospital (SAZ) sought to enhance customer satisfaction and foster better collaboration within the team. Following a merger and the adoption of a new Electronic Health Record (EHR) system, the department faced […]
Customer Case Dijklander Hospital
Achieving Tangible Competence for Dijklander Hospital In the fast-paced and demanding environment of healthcare, it’s imperative to operate with a unified approach and efficiency. Dijklander Hospital faced this challenge head-on. Ensuring compliance with NEN7510 standards was also a critical aspect of their operations. What did the implementation of the Integrated Services Management (ISM) framework signify […]
Holistically cover and manage all activities
The successful creation of customer value demands a complete and compact process model.Complete, to holistically cover and manage all activities on strategical, tactical and operational level.Compact, because complexity cannot be managed by the leaders and applied by the professionals. The false feeling It’s amazing how many IT service organizations still create complex models, a huge […]