Category: Digital Transformation

SLA Automation

SLA automation refers to the use of technology to monitor, manage and enforce Service Level Agreements (SLAs) between service providers and customers. It automates tasks such as tracking deadlines, sending notifications, and escalating issues when service commitments are at risk of being missed. By reducing manual oversight, SLA automation helps ensure that service standards are…

CMDB for Business Services

A Configuration Management Database (CMDB) for business services is a central system that keeps track of all the components and relationships needed to deliver business services, such as applications, servers, and network devices. It helps organisations understand how their technology supports business activities by mapping which IT assets are used for each service. This visibility…

IT Service Management Digitisation

IT Service Management Digitisation is the process of using digital tools and technologies to manage and deliver IT services more efficiently. It involves replacing manual processes, such as paper-based requests or phone calls, with automated workflows and online systems. This helps organisations track, resolve, and improve IT support and services for employees or customers.

Knowledge-Centered Support

Knowledge-Centered Support (KCS) is a method for managing and sharing organisational knowledge, especially in customer support and IT teams. It encourages capturing solutions and experiences as staff resolve issues, so that information is easily available for future problems. The approach helps teams work more efficiently by reducing repeated effort and making it easier for others…

AI in Customer Experience

AI in Customer Experience refers to the use of artificial intelligence technologies to improve how businesses interact with their customers. This can include chatbots for quick responses, personalised recommendations, and automated help desks. The goal is to make customer service faster, more efficient, and more helpful, often by predicting what customers need or want. Companies…

Customer Service Automation

Customer service automation uses technology to handle customer queries and support tasks without needing constant human involvement. It often relies on tools like chatbots, automated email responses, and self-service help centres. This helps businesses respond faster to customer needs while reducing workload for staff and cutting operational costs.

Order-to-Cash Cycle

The Order-to-Cash Cycle is the complete set of business processes that begins when a customer places an order and ends when the company receives payment for that order. It includes steps such as order management, credit approval, inventory management, shipping, invoicing, and collecting payment. Managing this cycle efficiently helps companies maintain healthy cash flow and…

Source-to-Pay Digitisation

Source-to-Pay digitisation is the process of using digital tools and systems to manage the entire journey from finding suppliers to paying them. It covers every step, including supplier selection, contract management, purchasing, and invoice processing. By digitising these steps, organisations can improve accuracy, speed, and transparency in their purchasing activities.

Quote-to-Cash Process

The quote-to-cash process covers all the steps a business takes from providing a price quote to a customer through to receiving payment. It includes creating and sending quotes, managing orders, delivering products or services, invoicing, and collecting payment. This process is important for making sales efficient and ensuring the business gets paid accurately and on…

Procure-to-Pay Automation

Procure-to-Pay Automation refers to the use of technology to streamline and automate the entire process of purchasing goods or services and paying suppliers. This includes everything from requesting a purchase, getting approvals, placing orders, receiving goods, and processing invoices, to making payments. Automating these steps helps organisations save time, reduce errors, and improve transparency in…