Axios Blog

by Markos Symeonides, on 07-Aug-2020 15:15:00

Are you struggling to make sense of what's new in ITIL 4? The cosmologist Carl Sagan said "You have to know the past to understand the present"—so to help understand where …

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Topics:ITIL 4Value streams and processesOrganizations and peopleInformation and technologyPartners and suppliersPracticesProcessITIL 3ITIL 2

by Markos Symeonides, on 03-Aug-2020 14:00:00

ITIL 3 talked about processes, ITIL 4 talks about practices. This isn't just a semantic change. So why is it important? This article is part of our Making ITIL 4 …

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Topics:ITIL 4Value streams and processesOrganizations and peopleInformation and technologyPartners and suppliersPracticesProcessITIL 3ITIL 2

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

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