Yale University in the US is rolling out a customer
relationship management to improve its IT helpdesk and support
itsIT Infrastructure Library (ITIL)initiative.
Yale will use Consona's Knova system to manage IT and related
administrative functions across the university.
It plans to integrate the Knova CRM system and an ITIL-compliant
service management toolset this year.
Although ITIL provides a framework to achieve IT delivery goals,
it does not provide the tools needed, which is why Yale went to
Consona.
More about ITIL
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