Axios Blog / ITIL 4

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 …

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 …

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 …

"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 …

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 …

The Service Value System is the core of ITIL 4. In this article, we'll walk you through it to help you understand what it is, why it's important, and how it …

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 …

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 …

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, …

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 …