Efecte was recently involved in a German study about Enterprise Service Management (ESM). This study investigates how companies from the DACH-region, i.e. Germany, Austria and Switzerland, manage their IT services, and in particular, other services such as HR and financial services, or customer service. The study was carried out by the German magazines CIO and Computerwoche together with sponsors including Efecte. The results of the study confirm my assumptions  ..read more

Stereotypically an IT department is often left alone, working from distance to serve a critical, yet inconspicuous role. It doesn't get noticed when it performs well but serves as the scapegoat when something goes wrong. Even in today's tech-heavy society they often face the battle of proving their value in a business environment where a department that doesn't directly add to profits is only seen as added cost ..read more

The idea of implementing a chat feature to improve users experience (UX) is pretty self-explanatory. Giving users a quick and easy way to communicate with knowledgeable help will of course help their overall experience. However, can a chat feature also help improve the user interface (UI) and service design ..read more

You’ve got already an ITSM tool and you are wondering whether you need a separate tool to become GDPR-compliant? Why don’t you enhance your ITSM tool to get the job done! Any flexible, modern ITSM tool will allow you to add a data privacy application. Let me outline the things you need for the GDPR-compliance ..read more

I was having coffee and scrolling through a magazine that listed the 2019 workplace trends. It hit me again how lucky we at Efecte are. To be able to work in a growth company that is still small and flexible enough to allow us to develop and improve our ways of working - shaping the kind of workplace we want to be ..read more

When developing services, it is crucial to identify the services and the customer groups using them, and most importantly to make use of any discoveries. The best results in terms of superior customer experience are achieved when you remember to look at things from the customer’s perspective ..read more

The Right to be Forgotten included in GDPR will force IT Service Managers to rethink their data retention policies. The times of intensive logging of activities in ITSM tools might be over. Complying with the legal requirement to erase or anonymize personal data on request of an individual is in reality extremely challenging – both technically and commercially ..read more

Over the next few days we will be publishing a series of short articles written by our VP of Products, Peter Schneider. This is Part 3 of the series, we will be adding links to the bottom of the page as the other parts are released ..read more

When developing services, it is crucial to identify the services and the customer groups using them, and most importantly to make use of any discoveries. The best results in terms of superior customer experience are achieved when you remember to look at things from the customer’s perspective ..read more

It seems like every week there is an announcement about a new technology, phone or software update. This raises one key question, when was the last time you took a look at your business processes and the way your company manages its daily operations ..read more