Better employee experience drives better business outcomes1. The result? Technology is no longer the driving force of IT — instead, the end-users’ digital experience is the key to unlocking business value and driving ROI.
Although technology continues to evolve, the processes that support Information Technology Service Management (ITSM) have remained relatively unchanged for several decades. One of the main challenges to delivering high-quality IT services in this long-established approach is reactivity – that is, focusing on incident management as a means to resolve something that should never have happened in the first place.
The business world has no other option but to continually reinvent itself in order to survive in an environment under constant evolution and change. What today makes a company achieve positions of leadership, has become obsolete by the following day, and so on and so forth.
Technology is an important support factor enabling businesses to become ‘chameleon-like’ in their search for sufficient efficacy and productivity to help them gain competitive positions in the market.
Electronic mail is a tool that has become commonplace in both work and home environments.