Case Studies

ProActive's approach to designing an overall framework to integrate all functions and practices across IS, gave this University confidence that they could deliver the desired customer outcomes with improved efficiency and effectiveness. …

The implementation of Knowledge Centred Supportsm practices at this organisation supported the business case for reducing contact handling costs and improving staff productivity within the Service Centre. Read on to learn the key lessons learned and the benefits to be gained from the implementation of KCSsm!…

This article outlines a practical approach to implementing Knowledge Centered Support (KCS) practices in service provider organisations. It is based on the collective experiences of ProActive consultants who have, over the years, been working on general service management implementation projects and several specific inplementations of Knowledge Centred Support Practices.…

The goal of Problem Management is well understood by many organisations but hard to execute. Read on to see how, by focusing on some very basic ingredients, it is achievable to demonstrate value to stakeholders and get immediate gains from the Problem Management process.…

Deployment with little stakeholder consultation nearly always results in a negative reactionary response from service staff. Read on to find out how this organisation turned their negative situation into positive results!…