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Articles By

Sumit De

Head of Consultancy UK

Customer Experience

4 Steps to improve the image of your Service Department
By Sumit De on July 14, 2017

One thing we hear a lot as consultants is the following: the only time that a customer or colleague will contact the service desk is when something is wrong and this in turn leads to...

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ITSM Processes

Understanding the Incident Priority Matrix
By Sumit De on May 25, 2017

The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage...

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