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

In the current context, CEOs and CFOs are focused on managing cash flow and are cautious about spending. But at the same time, many organizations have discovered that they don't …

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by Markos Symeonides, on 23-Jul-2020 17:18:22

In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals to ask if they find it …

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Topics:Service DeskOrganizations and peopleAdoptionRecruitmentStatisticsResearchSurvey

by Markos Symeonides, on 22-Jul-2020 15:52:35

For many service desks, First Call Resolution (FCR) is the "holy grail" of metrics, but should it be? Like any metric, First Call Resolution is just a number. It will …

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Topics:Service DeskanalyticsFCRMetricsProblem ManagementFirst Call Resolution

by Markos Symeonides, on 21-Jul-2020 14:19:00

Good service desk strategy doesn't happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, which processes you need …

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Topics:Service DeskITIL 4OmnichannelMultichannelAdoption

by Markos Symeonides, on 20-Jul-2020 15:50:00

In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals about their support channel capabilities...to find …

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Topics:Service DeskOmnichannelMultichannelAdoption

by Markos Symeonides, on 15-Jul-2020 14:00:00

IT customers' expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service suppliers and government organizations so that they can choose the …

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Topics:Self-ServiceChallengesService DeskCustomer Satisfactionit customer experienceOmnichannel

by Markos Symeonides, on 14-Jul-2020 14:30:00

In our recent webinar 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed attendees about the #1 thing that annoyed IT customers. The results were interesting …

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Topics:Self-ServiceChallengesService DeskCustomer Satisfactionit customer experience

by Markos Symeonides, on 13-Jul-2020 14:15:00

Unplanned work (things you didn't know you needed to do when you started your day) gets in the way of planned work (things you should be doing). This is why …

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Topics:Service DeskITIL 4

by Martin Stewart, on 10-Jul-2020 15:00:00

For most service desk agents, the average day is unpredictable. The phone can ring at any time, about any type of issue. It could be a minor issue. It could be a catastrophic system failure …

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Topics:Knowledge ManagementService CatalogService Deskit customer experienceWell-beingService PortfolioFirefightingPassword Reset

by Markos Symeonides, on 09-Jul-2020 14:00:00

Research from Microsoft shows that over half (56%) of organizations are doing something with AI, yet only 24% of business leaders say they have a defined AI strategy. Most organizations …

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Topics:ITILService DeskInnovationAIChatbotFocus on value

by Markos Symeonides, on 08-Jul-2020 14:30:00

Think of a chatbot as the engine and support knowledge as the fuel. A service desk chatbot can be quick to deploy and free up 30% of your support capacityif …

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Topics:Knowledge ManagementService DeskAIChatbot

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

A chatbot can look after 30% of a service desk's tickets, giving human agents more time to focus on solving the big challenges that make a real difference. When you …

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Topics:Knowledge ManagementService DeskAIChatbotSLAWell-being

by Martin Stewart, on 06-Jul-2020 13:30:00

Great knowledge management doesn't happen by accident. To succeed, knowledge must become a part of the way people work—by integrating capture and use into IT and business processes. Knowledge is …

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Topics:Knowledge ManagementCollaborationIntegrationITIL 4Keep it simple and practicalkmdb

by Martin Stewart, on 03-Jul-2020 14:30:00

Focus on Value is one of the ITIL 4 Guiding Principles and one which IT leaders should keep in mind when planning a knowledge management strategy. Why? Because an easy-to-access …

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Topics:Knowledge ManagementITIL 4Focus on valuekmdb

by Martin Stewart, on 02-Jul-2020 15:38:57

A successful Knowledge Management initiative relies on knowledge sharing. Knowledge sharing relies on employee mindset (willingness to share their knowledge) and behavior (remembering to capture it at an appropriate moment) …

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Topics:ITSMKnowledge ManagementsoftwareToolsOrganizational Change Management

by Martin Stewart, on 01-Jul-2020 14:30:00

Self-service adoption can't be left to chance; you'll need a plan to change user behavior. No plan, no ROI. There is an old military saying: "Hope is not a strategy" …

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Topics:Self-ServiceService DeskOrganizational Change Management

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