KPIs in SAM
What’s new in ITIL 4?
The first publication in the ITIL 4 update, the ITIL Foundation ITIL 4 Edition book, was released in February 2019…
Read MoreWhat Does “Value” Really Mean?
“Value” is one of the most frequently used (and frequently misunderstood) words in business. Why? Because we all want it,…
Read MoreWhat next? How to Apply Mission-Based Prioritisation to IT
Every IT team in the world has too much work to do—so the ability to prioritise properly is critical. So…
Read MoreHow to implement Enterprise Service Management (ESM)
Rolling out service management best practices and tools across multiple internal support functions is a big task. Each service domain…
Read MoreImproving IT Maturity: Why IT Maturity Matters
IT maturity matters because IT matters In the information age, business performance relies on IT excellence, which in turn relies…
Read MoreWhat Is a Service Catalog? – A Quick Reference Guide
IT departments are facing pressures to align their IT services with business needs, develop standardized processes and improve the IT…
Read MoreVirtual 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…
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