Add in the lack of established processes and best practices, and delivering services efficiently becomes a challenge.ĭigital transformation has revolutionized the customer experience across verticals. ![]() ![]() However, most other departments still handle their requests through email, and maintain them on a spreadsheet or through siloed ITSM best practices like ITIL ®, and implemented service desk tools to manage their processes. Being the forerunner of technology in businesses, IT teams have streamlined their service delivery based on proven To better contribute to business, employees need various services from IT, HR, Facilities, Legal, Travel, and other departments. ![]() "Extending IT service management capabilities beyond technology services to address business-centric useĬases managing service demand and supply through a common platform, portal, and service catalog and speeding up innovation and workflow automation through PaaS/low-code development tooling." - Charles Betz, Forrester Why do organizations need enterprise service management?
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