Published 23 Jul 2015
AXELOS Nominated for Digital Awards
AXELOS|Best practice|Customer engagement|Digital content|End-user experience|Value
Published 01 Oct 2018
Catherine Newman appointed as new Chief Customer Officer
AXELOS|Best Practice|Capabilities|Customer engagement|Customer experience|Leadership|Learning|Management|Roles
Published 12 May 2015
It all started with a tweet and now I find myself debating Customer Experience (CX) on the AXELOS blog. My tweet posed something of a challenge to AXELOS: “Right AXELOS, I’ve decided here starts the campaign to replace ITIL® Business Relationship Management (BRM) and Servic...
Communication|Customer Experience|End-User Experience|ITIL|Service Desk|Service Management
Published 10 Jun 2019
Why is the question “who really is your customer” important to ask in IT and IT services? It’s extremely important because it shapes what IT/ ITSM people do and why. It helps us define and focus on the right things, which includes going beyond the superficial view of who a ...
Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL 4|Value
Published 22 Jun 2016
The scenario animation below shows how a company was able to reduce costs and calls to its service desk by applying the ITIL Practitioner Guiding Principle of Design for Experience. Watch the animation and read the accompanying blog from ITIL Practitioner Architect Team Membe...
Continual Service Improvement (CSI)|End-user experience|IT Service Management (ITSM)|ITIL|Service catalogue|Service desk
Published 02 Apr 2015
The customer interface is the place where an organization meets its customers but in ITSM it’s something no one talks about enough, even though it adds so much value. In today’s economy, businesses revolve around the service experience: take the upmarket coffee house concept...
Adopt and Adapt|Best Practice|Customer Experience|IT service management (ITSM)|IT Services|ITIL|PRINCE2|Service Management
Published 16 Dec 2016
It’s a pivotal and exciting moment for the service desk. For those still struggling with their traditional IT service desks that might sound like an odd statement, but significant change is coming. Historically, the service desk’s primary role has been a help desk for when ...
Best practice|Customer experience|IT Service Management (ITSM)|ITIL|PRINCE2|PRINCE2 Agile|Processes|Service desk|Skills
Published 31 May 2018
I n a recent webinar hosted by New Horizons, AXELOS’ ITSM Product Ambassador, Akshay Anand, shared his thoughts about one buzzword of the moment, digital transformation: What is digital transformation , how are companies going about accomplishing it and what does th...
Change management|Continual Service Improvement (CSI)|Customer Experience|Digital transformation|IT Service Management (ITSM)|ITIL|Stakeholder management
Published 24 Jul 2017
Working as the service lead for an outsourced IT company, my challenge is understanding what our customers’ businesses are trying to achieve. Customers expect new ideas and innovation based on what we see other companies doing across a host of industries. But, above all, th...
Collaboration|Customer engagement|IT Service Management (ITSM)|ITIL|Strategy execution|Value
Published 20 Dec 2018
Horacio Gutiérrez, lead ITSM consultant, working for EY in collaboration with Grupo Bimbo, explains how their ITIL transformation project evolved over a two-year period.
Adopt and adapt|Certification|Continual Service Improvement (CSI)|Customer experience|IT service management (ITSM)|IT transformation|ITIL