How AI is redefining the service desk...and the rest of IT
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, and digital service requests. They can do so more quickly, more consistently, and more s …
Why Covid-19 is a “perfect storm” for the service desk
by Markos Symeonides on 19-May-2020 16:29:15
With many employees working at home for the first time, service desks are under pressure to handle an unprecedented spike in demand—with new apps and new devices making life difficult for service desk agents.
The 7 Guiding Principles of ITIL 4: Optimize and automate
by Markos Symeonides on 18-May-2020 15:00:00
The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices. Focus on value Start wh …
The 7 Guiding Principles of ITIL 4: Keep it simple and practical
by Markos Symeonides on 15-May-2020 15:00:00
The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices. Focus on value Start wh …
The 7 Guiding Principles of ITIL 4: Think and work holistically
by Markos Symeonides on 12-May-2020 15:00:00
The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices. Focus on value Start wh …
The 7 Guiding Principles of ITIL 4: Collaborate and promote visibility
by Markos Symeonides on 08-May-2020 15:00:00
The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices. Focus on value Start wh …
The 7 Guiding Principles of ITIL 4: Progress iteratively with feedback
by Markos Symeonides on 05-May-2020 15:00:00
The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices. Focus on value Start wh …
The 7 Guiding Principles of ITIL 4: Start where you are
by Markos Symeonides on 01-May-2020 15:00:00
The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices. Focus on value Start wh …