From practice
Practical articles on service management, written for the people who actually do the work: team leads, service desk managers, IT managers and the people on the floor. No theory from a textbook, just what works and what does not, written the way you would explain it to a colleague.
Every article is meant to apply tomorrow: a concrete problem, an approach that works, and the pitfalls we run into in practice. The common thread: achieving more with the same people.
Read by theme below, from service desk and tooling to processes, metrics and AI, or browse the full list. Missing a topic? Let us know; we often write about the questions customers ask.
By theme
Service desk and teams
- Job satisfaction on the service desk: why retention beats recruitment
- Clearing a ticket backlog: understand why it grows before you clean it up
- Escalations: handling them well, and preventing the need for them
- Onboarding new service desk staff: a plan that prevents early turnover
ITSM and ESM tooling
- Vendor governance: you stay responsible, even when the work sits elsewhere
- Start small with a CMDB: a configuration database that actually stays current
- Your ITSM tool is live, now what? Adoption decides whether the implementation succeeds
- ESM in practice: service management for HR, facilities and beyond
Metrics and improvement
- Planning service desk capacity: schedule around your own peak moments, not gut feel
- From SLA to XLA: measure what users experience, not just the target
- The service desk KPIs that actually matter, beyond ticket count
- What an ITSM maturity assessment really tells you
Processes without bureaucracy
- ITIL 5 explained in practice: what changes and whether you need to act now
- Escalations: handling them well, and preventing the need for them
- A playbook for major incidents: staying calm when everything breaks at once
- Change management without bureaucracy: covering risk without slowing everything down
AI and automation
- Automating the service desk: start with the boring, recurring work
- AI readiness for the service desk: where to start and where not to
- Achieve more with the same people: organize smarter, not work harder
- Shift-left and self-service: solving problems earlier, not just putting up a portal
Self-service and knowledge
- Service catalog in plain language: describing services the way people recognize them
- Building a knowledge base people actually use, not an archive that gathers dust
- ESM in practice: service management for HR, facilities and beyond
- Shift-left and self-service: solving problems earlier, not just putting up a portal
All articles
Frequently asked questions about this blog
- What is this blog about?
- IT service management in practice: service desk, tooling, processes, metrics and improvement, and AI and automation. Always with the question of how to get more done with the same people.
- Who do we write for?
- Team leads, service desk managers, IT managers and the people on the floor responsible for day-to-day service. Not abstract strategy, but work you can pick up yourself.
- How often do new articles appear?
- We publish new articles regularly. The blog grows steadily; new pieces appear on their publication date and show up at the top of the overview.
- Is this tied to a specific tool or method?
- No. We name tools and frameworks such as ITIL where it helps, but we are tool and method agnostic. What works in your situation comes first, not the dogma.
From IT manager to entrepreneur
The story behind ServiceChanger: the patterns Ruben kept seeing, the choices he made and the approach that grew out of it. Practical, honest and without jargon.