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Welcome ... to my web site. Here I present my professional expertise in two functional areas very close to each other, even if they are applied in different domains with different targets and objectives.
Service Management / ITIL
CRM
Therefor I use technical expertise, knowledge of some products but also Open Source Projects.
One simple definition of best practice is: An industry accepted way of doing something, that works. Best Practice is the best identified approach to a situation based upon observation from effective organisations in similar business circumstances. A Best Practice approach means seeking out ideas and experiences from those who have undertaken similar activities in the past, determining which of these practices are relevant to your situation, testing them out to see if they work, before incorporating the proven practices in your own documented processes. Best Practice is all about not "re-inventing the wheel", but learning from others and implementing what has been shown to work. Best Practice techniques can be applied in all walks of life. We focus on those relating to the management of IT Services - though in reality, the principles apply anywhere.
(*) Notice that Service Desk is a function and not a process. To implement that, some tools has been developed, see our services For more informations about ITIL : http://www.itsmf.com/fr
Customer Relationship Management Capitalize on your work !
To achieve that you need an infrastructure with well defined processes and a motivated staff supported by a good tool. The tool should be as complete as possible, but should especially be flexible to be able to follow the organisation changes. Don’t try to do everything in one step : your team needs time to assimilate the changes a CRM project brings.
Does it really bring an added value ? - How to be successful in such a project ? For a pragmatic approach, take a look at our references
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