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Incident & Problem Mgmt: Critical to Achieving Exceptional Customer Satisfaction

Exceptional customer service resulting in satisfied customers is ultimately why we adopt best practice methodologies like ITIL. However, quite often companies get wrapped around the axle trying to force their unique company into the ITIL framework mold. Have you ever seen someone implement lengthy process flows without knowing exactly how they provide a benefit to the company or customers?

At the end of the day, what really matters is customer satisfaction. Our customers don’t care about our complex methodology of how we deliver exceptional customer service; they simply care that we do.

Incident and Problem Management are core pieces of the ITIL matrix that are 100% rooted in achieving ultimate customer satisfaction. Join us as we peel back this onion one layer at a time to discover the “What”, and most importantly, the “Why” of Incident and Problem Management at Anthelio Healthcare Solutions.
Recorded Dec 12 2013 26 mins
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Presented by
Brant Harnois, Wendia and Tiffany Freier, Anthelio Healthcare Solutions
Presentation preview: Incident & Problem Mgmt: Critical to Achieving Exceptional Customer Satisfaction

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  • Incident & Problem Mgmt: Critical to Achieving Exceptional Customer Satisfaction Recorded: Dec 12 2013 26 mins
    Brant Harnois, Wendia and Tiffany Freier, Anthelio Healthcare Solutions
    Exceptional customer service resulting in satisfied customers is ultimately why we adopt best practice methodologies like ITIL. However, quite often companies get wrapped around the axle trying to force their unique company into the ITIL framework mold. Have you ever seen someone implement lengthy process flows without knowing exactly how they provide a benefit to the company or customers?

    At the end of the day, what really matters is customer satisfaction. Our customers don’t care about our complex methodology of how we deliver exceptional customer service; they simply care that we do.

    Incident and Problem Management are core pieces of the ITIL matrix that are 100% rooted in achieving ultimate customer satisfaction. Join us as we peel back this onion one layer at a time to discover the “What”, and most importantly, the “Why” of Incident and Problem Management at Anthelio Healthcare Solutions.
  • Service Catalog and Self-Service: How to Get Started and Best Practices Recorded: Apr 10 2013 49 mins
    Brant Harnois, Wendia
    Service Request Management, Service Catalog, and Employee Self-Service all sound appealing. This is one of the most exciting and newest areas of ITIL and one that can make a huge difference for your organization.

    Attend this webinar to learn:

    •The differences between Service Request Management, Service Catalog and enabling Employee Self-Service
    •Where to Get Started? Best Practices and Suggestions for implementing these areas
    •How they connect with the Service Desk
    •Key benefits and potential areas for Return on Investment

    This is an topic of great interest for senior IT executives, ITSM practitioners, and Service Desk Managers. Find out why, learn more about an exciting topic, and get your questions answered.
  • Best Practices for Implementing ITIL, Beginning with the Service Desk Recorded: Feb 7 2013 46 mins
    Brant Harnois, Wendia
    Implementing ITIL can be daunting. Where do you start? What do you need to know at the beginning that will be important for later phases? The answer to the first question is that most organizations start with the Service Desk and then expand into other process areas like Change Management, Asset Management, or Service Level Management.

    Wendia has helped hundreds of organizations implement ITIL successfully for over twenty years. Attend this presentation to learn:

    · How to set yourself up for strategic success from the very beginning
    · Best practices for successfully implementing Service Desk now and additional ITIL processes in the future
Making Service Management Happen
Wendia

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  • Title: Incident & Problem Mgmt: Critical to Achieving Exceptional Customer Satisfaction
  • Live at: Dec 12 2013 5:00 pm
  • Presented by: Brant Harnois, Wendia and Tiffany Freier, Anthelio Healthcare Solutions
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