3 Ways To Accelerate Incident Management
by Markos Symeonides on 04-May-2021 15:00:00
Incident management is one of the more popularly adopted ITIL practices—with close to 100% of small-to-large organizations doing it in some form or another. But the shape and maturity of incident management practices varies greatly from one firm to another. In most organizations there …
How Advanced Service Desk Chatbots Work
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 knowledge base, infrastructure, service and support data unlocks a chatbot's ability to handle a broader range o …
How to Launch a Service Desk Chatbot
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 a new technology, many of the requirements can only be discovered through …
Unified ITSM is Key to Omnichannel and AITSM
by Markos Symeonides on 07-Sep-2020 14:00:00
Omnichannel ITSM and AITSM both rely on one common factor: A unified view of service management. If you want to boost operational efficiency with AI/analytics and transform the IT customer experience with omnichannel ITSM, you'll need a connected dataset that spans your whole environm …
How to Make Omnichannel ITSM Work
by Markos Symeonides on 02-Sep-2020 16:17:03
If you start with the right approach and the right technology, it's easy to create an efficient and effective omnichannel service experience which boosts customer satisfaction and reduces costs. Part of our Omnichannel ITSM series. 🕙 3m
How Omnichannel ITSM Improves Quality, Speed, and Cost
by Markos Symeonides on 31-Aug-2020 13:15:00
Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational costs—at the same time. Part of our Omnichannel ITSM series. 🕙 3m
7 in ’17: the key ITSM goals and challenges this year
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 the “7 in ‘17” should your organization prioritize in the coming 12 months? O …
What are you doing to enhance the IT service 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 you know how they want to utilize these needs? Today, market attitudes are d …
Strengthen your business with effective customer 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.
Sharing knowledge and boosting customer experience: Next stop, peer-to-peer?
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 doesn’t always have a clear cut answer.
