Theme

Service desk and teams

Articles about the service desk itself: KPIs, capacity, onboarding, work enjoyment, escalations and the split between first and second line.

Below are the published articles in this theme, newest first. Every piece comes from practice and is meant to apply tomorrow, not to gather dust in a drawer.

Knowledge management

Building a knowledge base people actually use, not an archive that gathers dust

Building a knowledge base only works if it stays alive. Learn how to start small, write while resolving issues, and organize ownership and cleanup.

July 21, 2026

Priority

Prioritizing by impact and urgency: ending the debate that everything is urgent

Prioritizing by impact and urgency ends endless debates about urgency. Learn how a simple matrix brings clarity and how to agree it with the business.

July 14, 2026

KPI

The service desk KPIs that actually matter, beyond ticket count

Ticket count tells you little. Learn which service desk KPIs really steer: first-time-fix, reopen rate, knowledge reuse and user happiness.

May 6, 2026

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