CareWorx & Pink Elephant present - Business Focused Support: Reducing Unplanned Work & Increasing Customer Value
Recorded on February 1, 2017
Positive customer engagement and building brand loyalty is highly dependent on providing effective and efficient product support. However many organizations struggle to accomplish these goals due to lack of time, resources and the reactive nature of their support processes. In this informative webinar Troy DuMoulin, VP of R&D at Pink Elephant, will describe how the ITIL processes of Incident and Problem Management have different objectives and how both can improve key customer success metrics. As a secondary benefit these two processes working together effectively reduce the percentage of unplanned work enabling your organization to focus on higher value work.
Key takeaways from this webinar include:
- The differences between Incident Management (Service Restoration) and Problem Management (Structured Problem Solving)
- How Incident Management practices can improve your ability to meet customer service level agreements
- How Problem Management reduces overall incident volumes and increases system stability and availability
- How both processes are critical to enable business focused support