Axios Blog

by Markos Symeonides, on 23-Sep-2020 13:00:00

The purpose of Incident Management remains the same: get service users back online and productive as soon as possible. What has changed is the way we do that: The way incidents are …

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Topics:Service DeskITIL 4Organizations and peopleRecruitmentITIL 3Outside In

by Markos Symeonides, on 10-Sep-2020 15:45:00

A service desk chatbot feeds on data. The more data you feed it, the more it can do—increasing value for customers and reducing costs for IT. Seamless integration into your …

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Topics:ITSMUser ExperienceService CatalogService DeskITIL 4ChatbotOmnichannelROI

by Markos Symeonides, on 09-Sep-2020 15:15:00

Service Desk Chatbots are gaining traction in organizations that want the economies of scale that autonomous digital interaction can deliver. A successful chatbot implementation relies on the right approach. As …

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Topics:ITSMUser ExperienceService DeskITIL 4ChatbotOmnichannelROI

by Markos Symeonides, on 07-Sep-2020 14:00:00

Omnichannel ITSM and AITSM both rely on one common factor: A unified view of service management. If you want to boost operational efficiency with AI/analytics and transform the IT customer …

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Topics:ITSMUser ExperienceSelf-ServiceChatbotOmnichannelMultichannelCost

by Markos Symeonides, on 04-Sep-2020 13:15:00

"Value" is one of the most frequently used (and frequently misunderstood) words in business. Why? Because we all want it, but it means different things to different people. ITIL 4 …

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Topics:Customer SatisfactionITIL 4Service Value ChainValue

by Markos Symeonides, on 02-Sep-2020 16:17:03

If you start with the right approach and the right technology, it's easy to create an efficient and effective omnichannel service experience which boosts customer satisfaction and reduces costs. Part …

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Topics:User ExperienceSelf-ServiceChatbotOmnichannelMultichannelCost

by Markos Symeonides, on 31-Aug-2020 13:15:00

Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational costs—at the same time. Part of our Omnichannel ITSM series. 🕙 …

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Topics:User ExperienceSelf-ServiceChatbotOmnichannelMultichannelVelocityCost

by Markos Symeonides, on 26-Aug-2020 13:00:00

The Service Value Chain is the operating model for ITIL 4. But what does this really mean? We look at what it is, how it works, and how you can …

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Topics:ITIL 4PracticesService Value SystemGovernanceService Value Chain

by Markos Symeonides, on 21-Aug-2020 13:30:00

Imagine if the phones stopped ringing. Imagine if you had time to deal with the repeat issues that have been bugging your service desk team forever. Imagine you could finally …

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Topics:Service DeskProcess OptimizationOptimize and automateWell-beingDetect-and-correctTransformationRunbook Automation

by Markos Symeonides, on 19-Aug-2020 16:15:00

What's the difference between an omnichannel service desk and a multichannel service desk? "Omnichannel" and "multichannel" are often used interchangeably. But there is a difference. Part of our Omnichannel ITSM series. 🕙 4m …

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Topics:Service DeskCustomer Satisfactionit customer experienceOmnichannelMultichannel

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