Tag: Digital Fuel
Currently, a growing number of enterprises expect service providers to use service management tools, especially those aligned to ITIL v3 best practices in managing services as a business. This article discusses the trends around uses and benefits of such tools, their differences in value and approach, and how the tools enhance even the soft relationship skills in an outsourcing arrangement.
Retailers have expanded their operations well beyond their traditional, brick-and-mortar businesses. Today’s customers demand the ability to research and purchase products online. As such, the call center is playing an increasingly critical role in how retail organizations do business.
This paper by examines challenges for offering services on a utility-based computing basis and looks at a case study of a service provider that was able to efficiently measure and report on services quality and costs with the Digital Fuel‘s SLA management software.
For service providers. This free whitepaper addresses how providers can increase both margins and customer satisfaction through better management of business and contractual obligations. Prepared for Digital Fuel by Ian Hayes.
Ensure that underlying IT services are aligned with business goals and develop better SLA design and metrics to ensure success in outsourced or in-sourced business services. Prepared for Digital Fuel by Enterprise Management Associates.