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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby Markos Symeonides, on 21-Jul-2020 14:19:00
Part of our Omnichannel ITSM series. 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, …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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) …
Read Storyby 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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