Efecte Blog


Are you serving your non-nerdy customers with nerdy-looking tools?

Posted by Henriikka Åkerman on May 4, 2018 10:06:50 AM

“Every company will be a software company and every department is becoming an IT department.”

These are statements heard from a multitude of leading technologists during recent years, including Microsoft CEO Satya Nadella. I bet that an instant question arising in the heads of leaders with no IT background is: Will every business leader need to be a software business leader and expert then, too? Do I need to become a geek?

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Topics: Finnish, Swedish, English, German, Danish, customer experience

4 weeks to go before GDPR. IT Service Manager - are you ready?

Posted by Efecte on Apr 27, 2018 9:00:00 AM

As we all know by now, according to the GDPR, any individual that has used your ITSM solution may request that her personal data (including such a trivial thing as her name) is erased.

How will your organization react to such a request? 

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Topics: Finnish, Swedish, English, Danish, GDPR, ITSM

Identifying services leads to the best customer experience

Posted by Milla Kuosmanen on Apr 23, 2018 1:10:48 PM

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.

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Topics: Swedish, English, Danish, customer experience, service catalog

[Infographic] Four steps to meet 72 h GDPR reporting timeline.   

Posted by Efecte on Mar 21, 2018 11:45:56 AM

In our previous blog post we discussed what to do with your ITSM tool to comply with the new GDPR  legislation and its requirement to report GDPR -related incidents in 72 hours. 

To make it even easier to understand and follow the different steps, we have created the following infographic.

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Topics: Finnish, Swedish, English, Danish, GDPR, ITSM, Personal data

Are you set to report a GDPR-related incident in 72 hours?

Posted by Peter Schneider on Mar 12, 2018 9:56:00 AM

Starting on May 25th, you must report an incident that relates to personal data to the supervisory authorities within 72 hours according to the new EU General Data Protection Regulation.


Is your IT organization fast enough to meet the deadline?

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Topics: Finnish, Swedish, English, Danish, GDPR, ITSM, Personal data

Raising codeless girls

Posted by Henriikka Åkerman on Mar 8, 2018 8:06:00 AM

I have a seven-year-old daughter. Like most seven-year-olds, she's missing both her upper front teeth, which makes her smile quite adorable just now. Also, like most seven-year-olds, she's on the first grade in school. And like with most seven-year-olds, we need to slightly restrict her time on her smart phone, on tablets and laptops, because otherwise she would probably spend most of her time on them.

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Topics: English

GDPR: what happens in your organization when people really have the Right to be Forgotten?

Posted by Peter Schneider on Feb 5, 2018 2:44:20 PM

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.

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Topics: Finnish, Swedish, English, Danish, GDPR

Manage all your business services in one place

Posted by Johannes Niemi on Sep 22, 2017 9:57:34 AM

In my last article, I gave readers food for thought about how easy business services are already here – even in pocket size! I have answered many additional questions from customers after the article was published. I will now give an overview, one support service at a time, of what centralizing services on one digital platform means in practice.

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Topics: English, ITSM

How to turn your Service Management Tool into a Data Privacy Solution

Posted by Peter Schneider on Sep 7, 2017 2:13:00 PM

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:

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Topics: English, Enterprise service management, GDPR, ITSM

Service is not a process. Process is not a service. Organization is not a service.

Posted by Efecte on Jun 26, 2017 8:06:00 AM

I came across service level agreement as a concept for the first time only 20 years ago when working for a Telecom operator. Me and my young product manager friend had found an article about how you should agree about target service levels in advance. When I suggested this to our director, he glared at me angrily – “oh that, whatever you do don’t mention that to the customers – they may require us to pay some sanctions”.


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Topics: English, Enterprise service management, SLA