by Martin Stewart, on 30-Jun-2020 14:30:00

What you put into your self-service portal dictates its appeal to end users as a support channel. What does it let them do? What can they achieve through the portal? …

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Topics:Self-ServiceService DeskITIL 4

by Martin Stewart, on 29-Jun-2020 14:30:00

Organizations who start out on an IT self-service initiative with a focus on reducing IT costs usually find that costs go up. Why? Because when a self-service portal is built …

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Topics:Self-ServiceService DeskITIL 4

by Martin Stewart, on 26-Jun-2020 15:00:00

Winning at Self-Service Support Relies on Knowing What Users Really Want The #1 reason why self-service initiatives fail is lack of engagement with the people who will use your self-service …

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Topics:Self-ServiceService DeskITIL 4agiledevops

by Markos Symeonides, on 26-Jun-2020 15:00:00

This is article 8 in a series of 8. Read article 1 in the series here. The Challenge Technology is key to providing better IT support in large organizations, yet many service desks suffer from …

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Topics:ITSMChallengesService DeskAutomationInformation and technologysoftwareTools

by Markos Symeonides, on 25-Jun-2020 15:00:00

This is article 7 in a series of 8. Read article 1 in the series here. The Challenge In many cases, the service desk is not the first source for technical assistance …

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Topics:ITSMService Deskit customer experiencepeer support

by Markos Symeonides, on 24-Jun-2020 15:00:00

This is article 6 in a series of 8. Read article 1 in the series here. The Challenge The service desk is the face of IT—and for many IT customers, the only …

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Topics:ITSMService DeskBlogit customer experience

by Markos Symeonides, on 23-Jun-2020 15:00:00

This is article 5 in a series of 8. Read article 1 in the series here. The Challenge Where business prioritization is about doing the right things in the right …

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Topics:Service DeskChange Managementagiledevops

by Markos Symeonides, on 22-Jun-2020 15:00:00

This is article 4 in a series of 8. Go to number 1 in the series here. The Challenge Businesses are dependent on technology, so the role of the service …

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Topics:CMDBService Deskdashboard

by Markos Symeonides, on 19-Jun-2020 15:00:00

This is article 3 in a series of 8. Go to article 1 in the series here. The Challenge When the phone rings, the service desk needs to fix the …

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Topics:ITSMChallengesService DeskBlogfirst time fixshift left

by Markos Symeonides, on 18-Jun-2020 15:00:00

This is article 2 in a series of 8. Go to number 1 in the series here. The Challenge A high volume of calls is the number one headache for …

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Topics:ITSMSelf-ServiceService DeskAutomationanalytics

by Markos Symeonides, on 17-Jun-2020 15:00:00

This is article number 1 in a series of 8. The Challenge The quality of your IT customer experience mainly relies on the calibre of your service desk analysts, so having the right people is critical …

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Topics:ITSMService DeskOrganizations and people

by Markos Symeonides, on 11-Jun-2020 15:00:00

When your service desk is facing many thousands of incidents and service requests, presenting home workers with a self-service web portal is essential to ensuring your people can get the …

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Topics:Self-ServiceService DeskDigital Workplaceservice requestit portal

by Markos Symeonides, on 10-Jun-2020 15:00:00

AI is a game-changer because, when applied correctly, it can simultaneously unlock the “holy trinity” of benefits: better, faster, and cheaper. It’s no longer a case of “pick any two” …

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Topics:ITSMService DeskAIChatbot

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

Philosophers have been thinking about knowledge for millennia. Epistemology—the theory of knowledge—goes back at least two centuries. Organizations have been thinking about and talking about knowledge management for two decades. Most organizations know they should be making better use …

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Topics:Self-ServiceKnowledge ManagementService Deskkmdb

by Markos Symeonides, on 08-Jun-2020 15:00:00

The spread of the Covid-19 virus has driven a shift to home working at scale, creating new challenges for service desks and accelerating the need for digital service desk capabilities Covid-19 …

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Topics:ITSMIT SecurityService DeskDigital WorkplaceInformation and technologyCovid-19

by Markos Symeonides, on 05-Jun-2020 12:21:26

Millions of people are working at home for the first time for weeks now—some are working for organizations that previously told them that “It can’t be done”. Now that this …

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Topics:Digital WorkplaceOrganizations and peopleCovid-19home worker support

by Markos Symeonides, on 04-Jun-2020 11:24:25

Your employees have never needed as much support as they do now. For most organizations, this is reflected in a sharp increase of the number of IT tickets and requests—relating …

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Topics:Self-ServiceService DeskDigital WorkplaceChatbotCovid-19

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