Your organization is expected to maintain superior service quality consistently. However, user experiences are often negatively impacted by weak operational processes and a range of challenges, such as inefficient tracking systems that result in unattended tickets, a lack of automation in prioritizing and assigning tickets, absence of clearly defined workflows and lack of structural responsibility and ownership - especially in case of multi-vendor delivery, creating silos, work items being assigned to wrong team resulting in missed SLAs and poor end-user experience. These issues can cause confusion and inefficiency, delays in responding to and resolving issues, and ultimately lead to a loss of business revenue.
The primary purpose of the service management capability is to help your business manage the delivery of services to its employees and customers, while ensuring the smooth functioning of its daily operations.
In addition to providing benefits such as increased agility, improved efficiency, enhanced user experience, and reduced costs and problems, the service desk and IT teams, acting as the backbone of the organization, stand to gain significantly as well. They can expect faster detection and response time, improved productivity and processes, and a better understanding of business and end-user needs.
It offers several essential features to enhance your service management experience. These are:
The capability consists of these essential features:
• Ticket management: Through ticket management, access to services or resources, restoration of services that have been unexpectedly interrupted, or requests for clarification can be sought. It uses a smart rule mechanism alongside AI algorithms for auto-assignment of tickets for faster response time and SLA fulfillment, sends automated and timely SLA warnings to stakeholders, ensuring transparency and accountability, and captures an audit trail and a detailed log of actions and resolution for future reference and faster incident resolution.
• Change request management: The modifications that need to be made to the IT landscape are captured in change requests (CRs). Every change request can be easily reviewed, planned, and implemented using this feature, including infrastructure automation jobs. Actions are logged so that one can control and track changes made to the IT infrastructure and applications. The integrated workflow and approval help in managing every big or small, normal or urgent change requests. In the event of high workload or unavailability, delegation or backup can be performed for the assigned CRs.
• Transaction management: This feature offers a secure and reliable way for managing various high-level business processes, enhancing efficiency, and ensuring data accuracy. It facilitates processing of multiple records through a single file upload, sharing sensitive files through well-defined workflows and channels, and generating reports for high-level business processes, such as payroll processing, timesheet management, supplier management, and other vital business operations.
• Task management: Task management is essential to any organization aiming to operate efficiently. The task management feature allows users to easily create and assign tasks, simplify and organize workload using a planner, prevent duplication of effort, and ensure easy traceability of requests if work involves multiple stages, technicalities, or support users.
• Problem management: The feature helps users to create problem requests for recurring issues, identify the root cause of a problem, convert the problem into a risk (if required), and capture preventive actions for effective problem and risk management. The feature can be integrated with task management to create tasks associated with a problem, thus streamlining the problem-solving process and increasing efficiency.
Consider the following potential impact on your service operations: