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At Provance, we go out of our way to bring you great service. That’s in our digital DNA. Your IT success is our success.
This post addresses a couple of issues with dialogs. One technical and one usability oriented. One challenge in dialogs, and particularly when closing tickets (cases), we often need to ask the agent a number of Yes/No questions such as “First Contact Resolution”, “Resolved Remotely etc. This is particularly the case for organizations following ITIL principles. […]
Introduction ITIL and Provance IT Service Management work with two types of escalations. Functional Escalation Hierarchical Escalation The two types of escalation are used for different purposes and it is important to understand these differences to properly handle ticket fulfillment and resolution. Functional Escalations A functional escalation is used when a ticket transfers ownership to […]
At Provance, we go out of our way to bring you great service. That’s in our digital DNA. Your IT success is our success.