About the Ebook

IT teams in enterprise organizations support large scale digital transformation initiatives. This has been a motivation for IT teams across the globe to reassess their digital skills, re-invent IT processes and re-imagine their service management systems. In this edition of ‘Stories of IT transformation’ we look at how 4 enterprises across healthcare, public sector, retail, and media verticals, modernized their IT environment and transformed their service management.

Here's what you can expect in this ebook:

  • NHS boosts self-service usage from 10% to 42%
  • Premier foods slash ticket resolution time by 50%
  • Elsevier increases First Call Resolution(FCR) to 93%
  • M&C Saatchi achieve CSAT score of 96.7%
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