The Clientfocus Multi Event Log for Incident and Problem Management provides you with full transparency into the connections of your incident and problem management processes, immediately identifies friction points, and supports you to improve your processes.
With Celonis and the Clientfocus – Multi Event Log for Incident and Problem Management, it is incredibly easy to quickly have up-to-date information at a glance:
Immediately identify correlations & friction points between the processes to increase efficiency
Gain valuable insights to optimize both incident & problem management
Explore multiple assignments to operate more sustainably
Detect when agreed time windows are exceeded
Direct links to the associated ServiceNow tickets
Full transparency of your processes through immediate identification of the connections between incidents and problems. Capture the flow of the incident process, the problem process, and where the two processes meet.
Immediately identify which incidents are related to problems and adjust the respective priority to bundle the work and increase efficiency. Capture if there are any new incidents for problems that have already been closed and if so, which ones?
Detect when agreed time windows are exceeded and optimize your prioritization. All settings for priorities and thresholds can be adjusted to your requirements.
Optimize your process throughput time by avoiding incorrect or multiple assignments of tickets. With this analysis, such situations are revealed immediately and direct links to the associated ServiceNow tickets allow you to take the corresponding action.
Drill down on the average ticket duration per assignment group. The graphical representation enables intuitive identification for resource planning.
Detailed lists with comprehensive information and various filter options for in-depth incident and problem ticket investigation. Links to the associated ServiceNow tickets allow you to take the corresponding action.
In the end, every process is different. You have the option to make all the modifications so that the analysis fits your requirements.
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