Axios Blog / Knowledge Management

by 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 …

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Topics:Knowledge ManagementService CatalogService Deskit customer experienceWell-beingService PortfolioFirefightingPassword Reset

by 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 …

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Topics:Knowledge ManagementService DeskAIChatbot

by 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 …

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Topics:Knowledge ManagementService DeskAIChatbotSLAWell-being

by 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 …

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Topics:Knowledge ManagementCollaborationIntegrationITIL 4Keep it simple and practicalkmdb

by 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 …

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Topics:Knowledge ManagementITIL 4Focus on valuekmdb

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 09-Jun-2020 15:00:00

Philosophers have been thinking about knowledge for millennia. Epistemology—the theory of knowledge—goes back at least two centuries. Organizations have been thinking about and talking about knowledge management for two decades. Most organizations know they should be making better use …

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Topics:Self-ServiceKnowledge ManagementService Deskkmdb

by Stephen Brunsdon, on 06-Dec-2017 11:53:00

Summer is the busiest time of the year for the ITSM industry, and we at Axios are no different. The great news about this is that we get to meet …

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Topics:InfographicITSMChallengesIT MaturityKnowledge Management

by Stephen Brunsdon, on 18-Nov-2017 13:28:00

How equipped is your organization to reflect a knowledge-sharing culture in IT support? It is an intriguing question when considering when to adopt a peer-to-peer support strategy, and one that …

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Topics:User ExperienceWhitepaperKnowledge Management

by Patrice Burnside, on 07-Nov-2017 14:37:00

Better analytics and automation can empower your IT department to tackle issues that have potentially existed for decades. But that doesn’t detract from the sheer complexity of creating a shared-services …

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Topics:Self-ServiceHow-to GuideKnowledge ManagementService Desk

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