Customer Engagement

Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution. 
When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant.  Production management in a service support organization is similar in that you know the type of work and process steps needed to execute the work, and the skills required to do ...

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