Posts Tagged ‘ITIL’

Marriage of DevOps and ITIL

DevOps is more of a philosophy or way of working than it is a formal framework or standard. Nevertheless, the approach deserves merit, as it goes to the core of tension in most IT organizations—the need to be responsive to business change while maintaining a stable, highly available IT infrastructure, and delivering quality services that […]

How to Use JIRA Service Desk to Monitor and Measure SLA

Service Level management (SLM) is a vital process for every IT service provider organization in that it is responsible for agreeing and documenting service level targets and responsibilities within SLAs. Defining acceptable response and resolution times is a key task in the production of IT service level agreements(SLAs). SLA response times and SLA resolution times […]

Enable Your Workforce to Deliver Smarter, Faster Service

Customer service is no longer just about providing an answer to a customer problem. It is now about enabling customers to obtain answers on their own, communicating suggestions and requests, and feeling like they have personalized service from their CS agent. Employees within organizations have the same expectations and organizations are transforming their service delivery […]