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 ...

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 ...

What is enterprise service management? Enterprise service management (ESM) is the practice of applying IT service management (ITSM) principles and capabilities to improve service delivery in non-IT ...

Research suggests the practice of self-management can be beneficial to service operations. However, the self-management concept has received relatively little use in the service industry. This article ...