Axios Blog / Organizations and people

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 …

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 …

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 …

This is article number 1 in a series of 8. The Challenge The quality of your IT customer experience mainly relies on the calibre of your service desk analysts, so having the right people is critical …

Millions of people are working at home for the first time for weeks now—some are working for organizations that previously told them that “It can’t be done”. Now that this …

AI is redefining the service desk agent role. Virtual agent chatbots can interact directly with employees to handle low level tasks like password resets, issues which have clear algorithmic fixes, …

The four dimensions of ITIL 4® are ingredients needed to create high quality products and services which deliver value to customers: Organizations and people Value streams and processes Information and technology Partner and suppliers …

The four dimensions of ITIL 4® are ingredients needed to create high quality products and services which deliver value to customers: Organizations and people Value streams and processes Information and technology Partner and suppliers …