Improving Customer Service with ITIL Concepts
Improving Customer Service with ITIL Concepts
Are Customer Service and IT Service Desk Tools the Same?
Service Desks, IT help desks and other customer service organizations are increasingly being tasked with adhering to the IT Infrastructure Library (ITIL) framework in their operations. But while ITIL is a powerful framework for providing IT support, can this investment be extended to effectively support your organization’s life blood—your customers?
You will learn how to:
• Understand which business functions and problem areas each tool supports
• Leverage best practices to deliver an optimal level of service at a justifiable cost
• Identify key differences and commonalities in employee driven vs. customer driven processes
• Resolve customer service and IT support incidents via configurable service frameworks
• Approach and measure the different needs between IT and customer service
Register now to view this on demand video where we will look at the advantages and disadvantages of the ITIL framework and other IT based processes for getting control of your customer service operations.
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(Duration: 12 minutes)