The Benefits of Intelligent Case Management

Whether you are in Customer Service or IT/Technical Support, case management is central to what your teams do every day. It is the key behind how efficiently your team runs. Sometimes, it is the difference between sinking or swimming. As such, intelligent case management is critical to your daily operations.…...

Establishing Key Performance Indicators

In a previous article, we discussed The Role of KPIs in the success of ITIL applications and service management. Now that we have identified the importance of KPIs, we’ll now go into further detail on the process of establishing your key performance indicators. The process of establishing your key performance…...