A package release for a ticket booking service was being planned at an IT organisation that sells its services to the Travel and Tourism industry at large. In a bid to improve the support offered by the IT organisation to its customers, a policy of formalizing the doings of IT management and staff, was deployed.
The IT department of a healthcare solutions firm had developed an application for invoicing clients. However, the end users and their managers, who were customers of the IT department, frequently ran into problems with the application because they did not use it correctly. The solution? A new user training application was to be developed as