Blog

From practice

Practical articles on service management: maturity, tool selection, AI readiness, and achieving more with the same people. No theory, just work you can apply tomorrow.

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 the happiness of users and team.

May 6, 2026

Maturity

What an ITSM maturity assessment really tells you

An ITSM maturity assessment is about people and process, not tooling. Learn which areas you measure and what a useful assessment actually delivers.

May 2, 2026

Handout

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.

Download the handout