A large Australian capital city council implemented an ITIL® Service
Desk function and Incident Management process after realising it needed
to provide better customer service. Customers complained of not knowing
which of the numerous, function based helpdesks to contact for their
particular issue(s) or query(s).
This ITIL report evaluates technologies and applications in terms of their business impact, adoption rate and maturity level to help users decide where and when to invest. The Predictive Analytics Scores below – ordered Read more…