Service management becomes relevant across the enterprise, not just within IT. For me that has probably been the best outcome we could have hoped for.
What we achieved within the [upgrade] project was to minimize the downtime down to two hours.
We really saw the benefits of having smart tickets save our agents 60 percent of the time to capture interactions.
We experience significantly increased operations availability, greater efficiencies, and improved productivity. Most importantly, we enhanced our ability to responsively and lucratively support both our internal and external members.
We have met our targets for improving IT governance and the management and control of the services […]. This has provided guarantees that allow us to continue to tackle new digital transformation processes and respond quickly to the requirements of a growing business like ours.