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IBM clients Belgacom and Achmea sought to implement IT Infrastructure Library (ITIL) best practices to help IT staff gain control of their IT infrastructures and manage internal processes as efficiently as possible. Using IBM Tivoli software these companies were able to implement ITIL best practices for incident and change management and automate previously manual processes for greater efficiency. Drastically decreased workloads in contact center by automating up to 80 percent of incident management detection; Decreased downtime by 50 percent over a two year period; Better control of changes to reduce outages.
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