Category Archives: Service Management
Cor Winkler Prins Guest in Midstage Startup Momentum Podcast
Xurrent is excited to share that CEO and founder Cor Winkler Prins appears in the latest episode of the Midstage Startup Momentum Podcast. The weekly podcast is hosted by startup coach Roland Siebelink and regularly features some of the best and brightest startup founders throughout the world. Cor was invited to talk about the success […]
Moments of Truth in Service Management
Several years ago, I had an annoying issue on a website of mine due to a configuration error in a system managed by my internet service provider (ISP). I contacted my ISP’s support center and was sent from pillar to post. The problem dragged on endlessly. After that bad experience, I told everyone how horrible […]
Your Major Incident Management Procedure
You probably know Murphy’s famous law and maybe you have already experienced it: “When things go wrong, anything that can go wrong will go wrong”. There is one thing you should definitely have in place when “anything that can go wrong goes wrong” and that’s your Major Incident Management Procedure. A Major Incident When things […]
How to Keep Your Problem Management Practice Alive
Once a colleague told me in a desperate moment that “service providers often relate with problem management like young teenagers relate with sex: everyone talks about it but only a few have really put it into practice”. I’m not sure that every service provider talks about it, but I must agree that I have seen […]
How to Slice a Watermelon?
The watermelon effect: This beautiful metaphor first popped up in the service management world during the early 2000s, and how relevant it still is! Anyone who has been involved in outsourcing services for a while probably recognizes the image of that green watermelon with its red core – all the SLAs and KPIs are green […]
Impressions from Xurrent CAB 2022
When representatives from Xurrent, customers, and partners convene in the city where East and West coalesce, you can be fairly certain that it will involve lively conversation and an inspiring ambiance. And great conversations were had, in the Bosphorus Palace Hotel in Istanbul, about SIAM, ESM, Self Service, and automation, amongst many other topics. It […]
Service Navigator Shows Outages
The Service Navigator, located in the Analytics console, provides an interactive graphical presentation of the dependencies between services and their constituents. By showing whether any of the service categories, services, service instances, or configuration items are down, it has at once become much more powerful. Imagine that one of an organization’s servers has crashed, resulting […]
Talk Services, Not Tech
In the ever-evolving landscape of IT service management, a fundamental shift is underway, advocating a change in perspective that promises to enhance user experience and efficiency. The mantra is simple yet transformative: Talk Services, Not Tech. Traditionally, service desk analysts have navigated the complex terrain of categorizing requests based on technical components. However, this approach […]
Added Data Integrity Reports
Four new reports have been added to the ‘Data Integrity Reports’ section of the Settings console. This is where users can find out if there are any records that are related to other records that are no longer enabled or available. For reports related to users, this usually means that another member, manager, or assignee […]