The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

Dartmouth-Hitchcock, a nonprofit health system with hospitals and clinics throughout New Hampshire and Vermont, had 12 different siloed IT service management systems for different application teams, ...

In 2006, the state of Utah started to consolidate its IT services under the newly formed Department of Technology Services (DTS). Since then, DTS has been working to provide better service to its ...

Specsavers moved to an IT service management system from BMC Software when it wanted to become ITIL compliant and standardise the service globally. The optical retail chain implemented BMC FootPrints ...

When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...

A few CIOs with call center-based Incident Management systems can’t see the bottom of incident queues due to the thousands of pending laptop connectivity, remote access login, and VPN support requests ...

Nashville-based SMS Holdings Corp. announced Tuesday that Scott Born has been named president of its Service Management Systems. According to a release, Born replaces Michael Wein and returns to ...