What is ITSM and what is ITIL Compliance for ITSM?

ITSM is about more than managing IT services; it’s also about managing IT “as a service.” It means delivering and managing end-to-end IT services, not just delivering network, compute, storage and third-party services separately. ITSM is also not just the commonly adopted ITIL processes like incident, problem and change management. We’ve created an informative page…

With Symphony SummitAI, the Toronto – Pearson Airport Dramatically Improves Customer Experience

Many organizations are now exploring how AI could benefit their businesses. Gartner Research reports that AI adoption tripled in the last year. However, not all AI implementations or proofs-of-concept will be successful. Sometimes, the project was not well conceived, or the budget was not sufficient to see it through, or the data was not sufficient.…

‘Whenever, Wherever’ Support for Great Customer Experience

Not only are today’s customers more mobile and information-enabled, they also have higher expectations. They demand services that are ‘always on’ and ‘always accessible’ from multiple touch points and channels. And through it all, customers expect their journey to be consistent, relevant, and personalized. First Call Resolution (FCR) – a Powerful Metric for Excellence From…