Axios Blog / User Experience

by Stephen Brunsdon, on 28-Nov-2017 12:35:00

ITSM trends for 2017 are seemingly endless: CMDB, Software Asset Management (SAM), Service Catalog, automation, knowledge management, customer satisfaction, metrics and SIAM are all on the rise. But which of …

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Topics:ITSMSIAMTrendsCMDBUser Experience

by Stephen Brunsdon, on 25-Nov-2017 12:53:00

Understanding the needs of your customers is part and parcel of making an organization successful. Identifying what customers need and why they need it is key to delivering good IT service experience. But do …

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Topics:WhitepapersITSMUser Experience

by Stephen Brunsdon, on 20-Nov-2017 13:19:00

World-class customer experience is critical to any business. Meet the customers’ demands and you are likely to retain them. Fail to do so and you may lose them to competitors …

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Topics:WhitepapersPodcastUser Experience

by Stephen Brunsdon, on 19-Nov-2017 13:19:00

Summertime is here, but there is no sign of a vacation for the IT industry as it continues to develop and cultivate business success. Increased emphasis on customer experience and …

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Topics:ITAMTrendsUser ExperienceSelf-ServiceWhitepaper

by Stephen Brunsdon, on 18-Nov-2017 13:28:00

How equipped is your organization to reflect a knowledge-sharing culture in IT support? It is an intriguing question when considering when to adopt a peer-to-peer support strategy, and one that …

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Topics:User ExperienceWhitepaperKnowledge Management

by Stephen Brunsdon, on 17-Nov-2017 13:32:00

Service delivery should be seamless, right? But things don’t always work that way. For this reason, we need to talk about customer feedback — and why the industry often fails …

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Topics:User ExperienceHow-to GuideVoice of User

by Stephen Brunsdon, on 15-Nov-2017 13:51:00

Designing or redesigning a Service Catalog? Prioritize the user experience, and you’re more likely to achieve higher adoption rates and greater ROI from self-service. Follow our five-step guide to creating …

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Topics:User ExperienceHow-to GuideService DeliveryService Catalog

by Martin Stewart, on 14-Nov-2017 13:53:00

A legacy technology-oriented mindset still prevails in many IT departments. Ultimately, however, IT must understand emerging end user contexts and expectations – defined by work pressures and heavily influenced by …

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Topics:User ExperienceWhitepaper

by Dr Nigel Martin, on 20-Oct-2017 15:32:00

2015 has become a defining moment for CIOs. Research such as Deloitte’s recent  CIO study has highlighted that the time has come for CIOs to decide if they are going to …

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Topics:User ExperienceHow-to GuideVoice of User

by Dr Nigel Martin, on 12-Oct-2017 16:02:00

This week, still on the theme of the 5 big strategic ITSM challenges for 2015, we focus on improving the end user experience. Customer satisfaction is the key to building …

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Topics:TrendsUser ExperienceWhitepaperBriefing Paper

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