ITIL 4 Use Case: Farfetch

July 2020

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Farfetch is an online luxury fashion retailer. When they planned to expand their business, they realized that they needed to improve the customer experience by revamping the service management tool and the service request process. This paper explores what they did and the results of the changes.

This paper also explores why the revamp was necessary, such as to improve the efficiency of the system by preventing the duplication of work, and how solutions were found for existing problems.

Service request as part of the service management tool revamp
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