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              The Authors

              Francisco Cruz

              Francisco Cruz is a career technology professional who uses his significant knowledge of IT service management and related expertise to add value for customers throughout Mexico and Latin America. He has worked with OTRS for more than nine years as a consultant and is now the General Manager for the OTRS subsidiary in Mexico.
              View expertise

              His ability to guide customers to the right service management solution is based on both academic and practical experience in the industry. Prior to working with OTRS, Francisco worked as a technical lead, responsible for risk investment products, at Thomas Reuters and in an IT security leadership role for DuPont. He has obtained the following certifications: CobiT 4 Foundations, ITIL V3 and v4 Foundations, Certified Network+, Certified Engineer, and ISO 20000.

              Fields of Expertise

              • IT Service Management
              • ITIL
              • IT Security

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              Posts by
              Francisco Cruz

              09/02/2022 | Francisco Cruz
              Why process automation is easier with experts

              Why process automation is easier with experts

              The decision to automate a process is not the end of the story. It's the implementation that counts - and that's easier with experts. Let's see why.
              Automation | General | Processes
              30/11/2021 | Francisco Cruz
              What is important in customer service as the company grows?

              What is important in customer service as the company grows?

              What are the challenges for customer service in growing companies, and how can they be met?
              Customer Service | Digital Transformation | General
              08/09/2021 | Francisco Cruz
              Automate Process Workflows to Improve Service

              Automate Process Workflows to Improve Service

              Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.
              Digital Transformation | General
              16/06/2021 | Francisco Cruz
              Improve Customer Service for Your Business

              Improve Customer Service for Your Business

              Customer Service
              15/07/2019 | Francisco Cruz
              Don’t Bet Your Business on a Grey Market Solution

              Don’t Bet Your Business on a Grey Market Solution

              Why is the cooperation with a grey market provider a risk? What problems can occur if you work with such a solution?
              General
              07/05/2019 | Francisco Cruz
              What is ITIL?

              What is ITIL?

              ITIL creates more efficiency and better service for your customers through a framework of best practices and processes. ITIL helps you add value for your customers and business.
              Digital Transformation | General | ITSM
              15/04/2019 | Francisco Cruz
              How ITIL 4 Increases Business Flexibility

              How ITIL 4 Increases Business Flexibility

              ITIL 4 can help you to break out of silo thinking through more flexibility.
              Corporate Security

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              • About OTRS Group (22)
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              • Using OTRS (15)

              The Authors

                • Jeff May
                • Sabine Riedel
                • Daphne Sim
                • André Mindermann
                • Christopher Kuhn
                • Jens Bothe
                • Luciano Alves De Oliveira
                • Francisco Cruz
                • Nils Leideck
                • Benjamin Müller
                • Enrico Schwenke
                • Andreas Bender

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