assyst Blog / Organizations and people

ITIL 4: What's new in Incident Management?

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 detected and logged. The way customer interaction happens. The way issues are diagnosed. The way fixes a …

Read Story

What is the ITIL 4 Service Value System?

ITIL 4 Service Value System

The Service Value System is the core of ITIL 4. In this article, we'll walk you through it to help you understand what it is, why it's important, and how it works. Part of our Making ITIL 4 Simple series. 🕙 8m

Read Story

A Brief History of ITIL

Are you struggling to make sense of what's new in ITIL 4? The cosmologist Carl Sagan said "You have to know the past to understand the present"—so to help understand where ITIL 4 is now and what this means to you, we're looking back at how it evolved.

Read Story

ITIL 4: Why Processes are now Practices

ITIL 3 talked about processes, ITIL 4 talks about practices. This isn't just a semantic change. So why is it important? This article is part of our Making ITIL 4 Simple series—helping you learn and apply ITIL 4 concepts and practices quickly and easily. 🕙 4m read

Read Story

64% of Service Desks Struggle to Find and Keep Good Agents

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 difficult to recruit, train, and retain the right service desk staff.

Read Story

Service Desk Challenges: Find, Keep, and Motivate Your Staff

Service desk challenge - Find, keep, and engage your service desk agents

This is article number 1 in a series of 8. The Challenge  The quality of your IT customer experience mainly relies on the calibre of your service desk analysts, so having the right people is critical. The service desk is the “human face” of IT and for many end users it is the only tou …

Read Story

Home Working is Changing the Shape of Service Desk Demand

Millions of people are working at home for the first time for weeks now—some are working for organizations that previously told them that “It can’t be done”. Now that this misconception has been disproved, when this situation is all over, millions of first-time home workers will want …

Read Story

How AI is redefining the service desk...and the rest of IT

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 …

Read Story

The 4 Dimensions of ITIL 4: Organizations & People

Read Story

What are the Four Dimensions of ITIL 4?

ITIL4-blog3_share_graphic

Read Story

Subscribe by email