To measure or optimize customer service, there are so many metrics and possible indicators. How to measure simply? What should we focus on to have the right time? Are there any "magic" metrics to know if customer expectations are truly surpassed?
Blog - Service management and ITSM practice
The ITIL framework is a recognized industry standard, but was last updated in 2011. While its service management principles and processes still apply to current projects, new approaches need to be brought in.
With the recent decades' technological breakthroughs, saying the IT department is no longer the only one to exploit technology and innovation in their work is obvious.
It seems like we’ve been hearing this forever: automation is coming and robots will soon be able to do our jobs. We’ve seen it with the arrival of computers in the workplace in the 80s and then with the Internet in the 90s and so on and so forth, with the arrival of each latest innovation.
Have you ever wondered how to better manage the overwhelming amount of queries and requests coming from your organization's departments? How to simplify and adapt your service management to all departments while meeting the needs of users?
A support service center is usually all about a varied number of tickets, incidents and requests service. At times, these daily activities become more complex and critical, significant or repeated incidents affect the efficiency of information systems.