Does C4C support ITIL V3 framework?
Does C4C support ITIL V3 framework for Service Management.
We are planning to implement C4C Service as a Service Management tool which will be based on ITIL V3 framework.
Can anyone please share any information on this.
C4C cannot support the full ITIL v3 spec. Specifically there are parts of Change Management and Service Asset and Configuration Management of the "Service Transition" spec that is not supported.
The current solution is focused on assets owned by customers and not by employees (the fundamental difference between a Customer/Field Service solution and an IT help desk solution).
We have no plans to enhance this part of C4C as the current focus is to deliver for the Customer/Field Service market, and support a broad horizontal employee help desk solution for employee service scenarios that do not require service processes for IT assets.