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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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 …
Read Storyby 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, …
Read Storyby 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 …
Read Storyby 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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