SIM315. FIM Service Resource Management Service (WCF Endpoint) Request Dispatcher.
Service Request Management System
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Transcript of Service Request Management System
SERVICE REQUEST MGMT SYSTEM
Applications: • Helpdesk/ Ticket Management
• Service Request Management (CRM)
• Work Assignments
• Task Management
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FEATURES
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Customized/configurable Help Desk
Tracking of tasks/projects/calls/issues to closure
Email based ticket logging with auto reply (Manual logging
is possible)
Assignments based on issue category
Communication handling via email
Search tickets, re-assignments, logging, SLA, Escalations
Analytics and Reports
Individual agent logins, user to view the progress
User asset linking (optional)
Cloud based system, accessible anytime, anywhere
User could view the status without login
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LOG A TICKET
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- New issues, General, Lab related, IT Services and AMC Emails are read for
new tickets. Any new category can be added as needed.
- Tickets are assigned to an Agent based on the email address, it was received
- Email response along with the ticket# is sent to the originator
- Originator can track the progress of the ticket
- Agents work on the ticket to completion
- Ticket update history logged for tracking
Email issues to: General: [email protected]
Lab: [email protected]
Ticket is raised and assigned to an lead agent automatically.
Lead agent reassigns tickets to the team
Agent works on the ticket to completion
Log tickets directly using web interface
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DASHBOARD
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- List of tickets based on priority, close-by date, status
- Tickets can be viewed for tracking progress or edited
- Charts on agent performance, ticket status, 12-week trend, volume trends
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EDIT TICKETS
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- Manage Issues– Edit, Update, Re-assign
- Send email notification on updates
- Review history of updates along with timeline
- Ticket status: WIP, completed/closed, re-opened or rejected
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LOG A TICKET
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- Log a ticket by entering the details
- Set priority, category and close-by date
- Link to “recurring issue” – frequent occurring issues can be linked
- Feature to create multiple “requests that repeat periodically”
– for e.g., quarterly maintenance of an IT hardware/ equipment
Alternative to email based logging, ticket can be created online using the application
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MANAGE CATEGORY AGENTS
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- Add agent to categories
- Assign lead role for a category
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CATEGORY TO EMAIL ID MAPPING
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Inbox is mapped to a Category of request so that incoming emails
are logged under the right category
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CHARTS
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- One year trend
- Overall tickets count
- Agent performance numbers
- 12-weeks High/Med/Low trend
- High/Med/Low volume chart
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THANK YOU
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Copyright © 2015 IOP Technologies LLP.
All rights reserved. No part of this document may be reproduced, stored or transmitted in any form without the prior
written permission of IOP Technologies LLP. IOP Technologies endeavours to ensure that the information in this
document is correct and fairly stated, but does not accept liability for any errors or omissions.