Comments on: Customer Experience is a Top Business Priority for IT Operations BMC Software Tue, 03 Nov 2015 23:59:00 +0000 hourly 1 By: Christoph Goldenstern Tue, 12 May 2015 15:48:00 +0000 Interesting, but not surprising results. Human capabilities (RCA) and work-flow solutions (automation) need to be aligned in order to be effective and make real behavior change stick. People solve problems, not software. We have implemented RCA processes in many support/IT clients world-wide and where things typically fall down is when the work flow doesn’t support the intended behavior. At the end of the day, the system always wins. When you have aligned processes, capabilities and tools, true culture change and amazing results are possible.