Axios Blog / ITIL 4

by Markos Symeonides, on 18-Mar-2021 14:00:00

No matter how efficient your incident management process, you will always have more incidents than you can handle—until you get proactive about problem management. Where do you start? Part of …

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Topics:ReportingITIL 4dashboardProblem ManagementPracticesIncident Management

by Markos Symeonides, on 03-Mar-2021 15:15:00

Every IT team in the world has too much work to do—so the ability to prioritise properly is critical. So how do we define proper prioritisation? And who should decide …

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Topics:ITIL 4PracticesImpactUrgencyPriority

by Markos Symeonides, on 14-Dec-2020 13:51:50

Find out which ITSM topics were most popular with your peers. It's no surprise that ITIL 4 dominates the hit list for 2020. 🕙 3m What are the Four Dimensions …

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Topics:ITSMService DeskITIL 42020

by Markos Symeonides, on 23-Sep-2020 13:00:00

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 …

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Topics:Service DeskITIL 4Organizations and peopleRecruitmentITIL 3Outside In

by Markos Symeonides, on 10-Sep-2020 15:45:00

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 …

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Topics:ITSMUser ExperienceService CatalogService DeskITIL 4ChatbotOmnichannelROI

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

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 …

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Topics:ITSMUser ExperienceService DeskITIL 4ChatbotOmnichannelROI

by Markos Symeonides, on 04-Sep-2020 13:15:00

"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 …

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Topics:Customer SatisfactionITIL 4Service Value ChainValue

by Markos Symeonides, on 26-Aug-2020 13:00:00

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 …

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Topics:ITIL 4PracticesService Value SystemGovernanceService Value Chain

by Markos Symeonides, on 18-Aug-2020 13:45:00

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 …

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Topics:ITIL 4Value streams and processesOrganizations and peopleInformation and technologyPartners and suppliersPracticesService Value SystemGovernanceService Value Chain

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

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