Axios Blog / Service Desk

by Markos Symeonides, on 26-Jan-2021 13:42:42

Research from EMA shows 7% of IT people don't make a distinction between Virtual Agents and AI bots—but there are differences. To make quick progress with AI in ITSM, you …

Read Story
Topics:ITSMService DeskAIChatbotOmnichannelAITSMVirtual AgentArtificial Intelligence

by Markos Symeonides, on 14-Dec-2020 13:51:50

Find out which ITSM topics were most popular with your peers. It's no surprise that ITIL 4 dominates the hit list for 2020. 🕙 3m What are the Four Dimensions …

Read Story
Topics:ITSMService DeskITIL 42020

by Markos Symeonides, on 09-Dec-2020 14:00:00

Get free access to this Gartner report: Leverage 4 Domains of AITSM to Evolve ITSM Tools and Practices — for a limited time only. 🕙 3m What is AITSM? Initially, …

Read Story
Topics:ITSMService DeskAutomationToolsITSM PlatformOnboardingAITSM

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 …

Read Story
Topics:Service DeskITIL 4Organizations and peopleRecruitmentITIL 3Outside In

by Markos Symeonides, on 10-Sep-2020 15:45:00

A service desk chatbot feeds on data. The more data you feed it, the more it can do—increasing value for customers and reducing costs for IT. Seamless integration into your …

Read Story
Topics:ITSMUser ExperienceService CatalogService DeskITIL 4ChatbotOmnichannelROI

by Markos Symeonides, on 09-Sep-2020 15:15:00

Service Desk Chatbots are gaining traction in organizations that want the economies of scale that autonomous digital interaction can deliver. A successful chatbot implementation relies on the right approach. As …

Read Story
Topics:ITSMUser ExperienceService DeskITIL 4ChatbotOmnichannelROI

by Markos Symeonides, on 21-Aug-2020 13:30:00

Imagine if the phones stopped ringing. Imagine if you had time to deal with the repeat issues that have been bugging your service desk team forever. Imagine you could finally …

Read Story
Topics:Service DeskProcess OptimizationOptimize and automateWell-beingDetect-and-correctTransformationRunbook Automation

by Markos Symeonides, on 19-Aug-2020 16:15:00

What's the difference between an omnichannel service desk and a multichannel service desk? "Omnichannel" and "multichannel" are often used interchangeably. But there is a difference. Part of our Omnichannel ITSM series. 🕙 4m …

Read Story
Topics:Service DeskCustomer Satisfactionit customer experienceOmnichannelMultichannel

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 …

Read Story
Topics:Service DeskOrganizations and peopleAdoptionRecruitmentStatisticsResearchSurvey

by Markos Symeonides, on 22-Jul-2020 15:52:35

For many service desks, First Call Resolution (FCR) is the "holy grail" of metrics, but should it be? Like any metric, First Call Resolution is just a number. It will …

Read Story
Topics:Service DeskanalyticsFCRMetricsProblem ManagementFirst Call Resolution

Axios Blog

678aa8be-521f-43ec-9714-7167c2b80b4b

My top ITSM priority right now is...
fbcf9598-02a4-4c1e-8bc2-1fadceb6d731
Self Service Success

Finding and alternative ITSM solution

Achieving Self-Service Success

LEARN MORE

LEARN MORE

Recent Posts

Popular Posts

More...