5 Ways Process Management Reduces Service Desk Stress

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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.

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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.

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