IT departments are facing pressures to align their IT services with business needs, develop standardized processes and improve the IT…
Read MoreWhat Is a Service Catalog? – A Quick Reference Guide
Virtual Agent vs AI Bot: What’s the Difference?
Research from EMA shows 7% of IT people don’t make a distinction between Virtual Agents and AI bots—but there are…
Read MoreThe Reality of Being a ServiceNow Customer is Falling Short of the Hype
At Axios Systems we’re seeing growing demand from ServiceNow customers who’ve been burned by application overheads and unexpected price-hikes. Now…
Read MoreHow to Launch a Service Desk Chatbot
Service Desk Chatbots are gaining traction in organizations that want the economies of scale that autonomous digital interaction can deliver….
Read MoreMultichannel vs Omnichannel Support: What’s the Difference?
What’s the difference between an omnichannel service desk and a multichannel service desk? “Omnichannel” and “multichannel” are often used interchangeably. But…
Read MoreWhy You Need an Omnichannel Service Desk
IT customers’ expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service…
Read MoreUnified IT management is the answer to a fragmented IT environment
IT environments are complex and fragmented There is no doubt that organizations today struggle with the complexity of their IT…
Read MoreKnowledge 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…
Read MoreWhat is Procurement Debt? The pain you avoid when you make a great tech purchasing decision
In software development, technical debt is the future cost of picking an easy solution now over a better one that…
Read MoreThe Key to Self-Service Support Adoption
Winning at Self-Service Support Relies on Knowing What Users Really Want The #1 reason why self-service initiatives fail is lack…
Read MoreService Desk Challenge: Increase IT Customer Satisfaction
This is article 6 in a series of 8. Read article 1 in the series here. The Challenge The service…
Read MoreImproving IT Maturity: Moving from “Awareness to Committed”
In this post, we look at the typical attributes of a “Level 1” organization (Awareness), and what IT Infrastructure and…
Read More
