Axios Blog / Organizations and people

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 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

by Markos Symeonides, on 03-Aug-2020 14:00:00

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 …

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Topics:ITIL 4Value streams and processesOrganizations and peopleInformation and technologyPartners and suppliersPracticesProcessITIL 3ITIL 2

by Markos Symeonides, on 23-Jul-2020 17:18:22

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 …

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Topics:Service DeskOrganizations and peopleAdoptionRecruitmentStatisticsResearchSurvey

by Markos Symeonides, on 17-Jun-2020 15:00:00

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 …

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Topics:ITSMService DeskOrganizations and people

by Markos Symeonides, on 05-Jun-2020 12:21:26

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 …

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Topics:Digital WorkplaceOrganizations and peopleCovid-19home worker support

by Markos Symeonides, on 22-May-2020 16:36:58

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, …

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Topics:Service DeskAIChatbotOrganizations and people

by Martin Stewart, on 14-Apr-2020 16:00:00

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 …

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Topics:ITIL 4IT Service ManagementOrganizations and people

by Martin Stewart, on 15-Jul-2019 14:54:59

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 …

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Topics:ITSMITIL 4IT Service ManagementValue streams and processesOrganizations and peopleInformation and technologyPartners and suppliers

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