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The customer experience ultimately drives the adoption of the service request catalog. If a catalog is poorly designed, customers will continue to use their current channels (phone and email, typically) to make requests, causing the organization to see little overall value from its investments.
Chapter 1 of Service Management Online: Creating a Successful Service Request Catalog, examines the basic concepts that establish a catalog that your customers will love. You'll be introduced to key concepts needed to lay the foundation for future success. Topics include:
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Phyllis Drucker is an innovative and focused industry leader with over 20 years' experience in business and IT strategy, service management and governance. As a senior business process consultant for Linium, she uses her experience in business process design, implementation strategy roadmapping to help organizations implement service management programs.