Axios Blog / Self-Service

by Markos Symeonides, on 15-Jul-2020 14:00:00

IT customers' expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service suppliers and government organizations so that they can choose the …

Read Story
Topics:Self-ServiceChallengesService DeskCustomer Satisfactionit customer experienceOmnichannel

by Markos Symeonides, on 14-Jul-2020 14:30:00

In our recent webinar 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed attendees about the #1 thing that annoyed IT customers. The results were interesting …

Read Story
Topics:Self-ServiceChallengesService DeskCustomer Satisfactionit customer experience

by Martin Stewart, on 01-Jul-2020 14:30:00

Self-service adoption can't be left to chance; you'll need a plan to change user behavior. No plan, no ROI. There is an old military saying: "Hope is not a strategy" …

Read Story
Topics:Self-ServiceService DeskOrganizational Change Management

by Martin Stewart, on 30-Jun-2020 14:30:00

What you put into your self-service portal dictates its appeal to end users as a support channel. What does it let them do? What can they achieve through the portal? …

Read Story
Topics:Self-ServiceService DeskITIL 4

by Martin Stewart, on 29-Jun-2020 14:30:00

Organizations who start out on an IT self-service initiative with a focus on reducing IT costs usually find that costs go up. Why? Because when a self-service portal is built …

Read Story
Topics:Self-ServiceService DeskITIL 4

by Martin Stewart, on 26-Jun-2020 15:00:00

Winning at Self-Service Support Relies on Knowing What Users Really Want The #1 reason why self-service initiatives fail is lack of engagement with the people who will use your self-service …

Read Story
Topics:Self-ServiceService DeskITIL 4agiledevops

by Markos Symeonides, on 18-Jun-2020 15:00:00

This is article 2 in a series of 8. Go to number 1 in the series here. The Challenge A high volume of calls is the number one headache for …

Read Story
Topics:ITSMSelf-ServiceService DeskAutomationanalytics

by Markos Symeonides, on 11-Jun-2020 15:00:00

When your service desk is facing many thousands of incidents and service requests, presenting home workers with a self-service web portal is essential to ensuring your people can get the …

Read Story
Topics:Self-ServiceService DeskDigital Workplaceservice requestit portal

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 …

Read Story
Topics:Self-ServiceKnowledge ManagementService Deskkmdb

by Markos Symeonides, on 04-Jun-2020 11:24:25

Your employees have never needed as much support as they do now. For most organizations, this is reflected in a sharp increase of the number of IT tickets and requests—relating …

Read Story
Topics:Self-ServiceService DeskDigital WorkplaceChatbotCovid-19

Axios Blog

8903df5f-94b4-49e2-a121-71caa4f949dc

Recent Posts

Popular Posts

More...