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A ticketing tool helps organizations deliver a coherent customer experience and helps to centralize user requests. It serves to establish a routine regarding the management of requests and allows your company’s IT support department to be organized, targeted and efficient....

No one doubts that we are currently more and more relying on technology & rigid IT systems to enable us to do our work more efficiently. These systems sometimes face technical issues related to access, cabling, server downtime & many...

A Service-Level Agreement (SLA) is simply the expected level of service you shall be receiving from a service provider, vendor or supplier which specifies the metrics & KPIs by which this service can be measured. The SLA also specifies what...