Axios Blog / ITSM

by Markos Symeonides, on 12-Oct-2020 14:00:00

Creditsafe swaps BMC Remedy for assyst SaaS ITSM to provide full visibility and control of the service stack, automate IT operations, and accelerate innovation. 🕙 4m Customer Profile Founded in …

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Topics:ITSMITILCMDBSelf-ServiceOmnichannelCustomer Success Story

by Markos Symeonides, on 29-Sep-2020 14:45:00

If you're struggling to drive continual service improvement, it may be because there are cultural barriers to overcome. 🕙 3m Experience is a hard teacher because she gives the test …

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Topics:ITSMCSIContinual Service ImprovementMindset

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 07-Sep-2020 14:00:00

Omnichannel ITSM and AITSM both rely on one common factor: A unified view of service management. If you want to boost operational efficiency with AI/analytics and transform the IT customer …

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Topics:ITSMUser ExperienceSelf-ServiceChatbotOmnichannelMultichannelCost

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 Markos Symeonides, on 26-Jun-2020 15:00:00

This is article 8 in a series of 8. Read article 1 in the series here. The Challenge Technology is key to providing better IT support in large organizations, yet many service desks suffer from …

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Topics:ITSMChallengesService DeskAutomationInformation and technologysoftwareTools

by Markos Symeonides, on 25-Jun-2020 15:00:00

This is article 7 in a series of 8. Read article 1 in the series here. The Challenge In many cases, the service desk is not the first source for technical assistance …

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Topics:ITSMService Deskit customer experiencepeer support

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

This is article 6 in a series of 8. Read article 1 in the series here. The Challenge The service desk is the face of IT—and for many IT customers, the only …

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Topics:ITSMService DeskBlogit customer experience

by Markos Symeonides, on 19-Jun-2020 15:00:00

This is article 3 in a series of 8. Go to article 1 in the series here. The Challenge When the phone rings, the service desk needs to fix the …

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Topics:ITSMChallengesService DeskBlogfirst time fixshift left

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