assyst Blog / Knowledge Management

Major Manufacturer Replaces ServiceNow with Axios assyst

A major manufacturer replaces ServiceNow with assyst to create a better service desk.  🕙 4m

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Breaking the ITSM Replacement Cycle: Why this Online Retailer has been Loving assyst for 15 Years

In 2005, we helped them transform from catalog shopping to pure-play digital business. Today, they're the UK's leading online retail group—and assyst is still helping them innovate. 🕙 3m

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Psychology in the Service Desk: Firefighting and Burn-out

  For most service desk agents, the average day is unpredictable. The phone can ring at any time, about any type of issue.   It could be a minor issue. It could be a catastrophic system failure which is impacting business revenue by the minute (Gartner estimates the average cost of ne …

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Service Desk Chatbots Rely on Quality Support Knowledge

Think of a chatbot as the engine and support knowledge as the fuel. A service desk chatbot can be quick to deploy and free up 30% of your support capacity...if you have the right knowledge for it to tap into.

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How Chatbots are Changing Life on the Service Desk

A chatbot can look after 30% of a service desk's tickets, giving human agents more time to focus on solving the big challenges that make a real difference. When you have a chatbot looking after the basics, this triggers a cascade of benefits which together enable the service desk to t …

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Knowledge Management: Why Integrate Knowledge into Processes?

Great knowledge management doesn't happen by accident. To succeed, knowledge must become a part of the way people work—by integrating capture and use into IT and business processes.

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Winning at Knowledge Management: Focus on Value

Focus on Value is one of the ITIL 4 Guiding Principles and one which IT leaders should keep in mind when planning a knowledge management strategy. Why?

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Winning at Knowledge Management: People and Culture

A successful Knowledge Management initiative relies on knowledge sharing. Knowledge sharing relies on employee mindset (willingness to share their knowledge) and behavior (remembering to capture it at an appropriate moment). Both aspects must be driven by organizational change managem …

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3 Reasons Why Knowledge Management Fails

Knowledge is the lifeblood of an organization

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Infographic: The top 5 ITSM challenges for the next 12 months

 Summer is the busiest time of the year for the ITSM industry, and we at Axios are no different. The great news about this is that we get to meet you, the IT professional, to find out what you want from us and what challenges you are either currently facing or are likely to encounter …

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