Customer Experience Improvement is high on the agenda for most enterprises. If you are in the Services Industry catering to high volume customer service requests, you would immediately relate to…
IT Infrastructure Library (ITIL) is the global standard used to implement ITSM processes. This framework covers a wide range of processes, including: Incident management, Change Management, Problem Management, Service-level management,…
The success of all Managed Services, IT Services and IT Enabled Services are dependent on a multitude of factors. These include and go beyond the realms of cloud based models,…
Micro Focus, one of the early pioneers in the enterprise software space has changed the game once again with its latest service desk offering, SMA-X. With machine learning at its…