INFOMOTION's incident control center application provides maximum transparency of the incidents at your organization. Cycle times, open incidents, and high-priority incidents are highlighted and you are given the option to act upon process inefficiencies.
This is where INFOMOTION and Celonis Combine their Strengths:
Use pre-configured metrics to measure your incident management.
Take action to prevent the escalation of incidents.
Prioritize important incidents.
The Management View gives an overview of the total number of incidents and the number of incidents created over time. It lists the three main KPIs that can be analyzed in depth on the other sheets.
The Cycle Time sheet deals with the Initial Response Time (IRT) and with the overall cycle time, which helps you to monitor and improve your SLA adherence. Incidents that have not been processed for a long time, will be highlighted.
Incidents that have been forwarded several times will be incorporated in the ping-pong rate. Analyzing incidents with a high number of reassignments can help to identify problems and inefficiencies of a process.
The Prioritization View focuses on highly prioritized incidents and on priority changes. It is possible to change priorities within the Celonis dashboard and to advise employees of incidents that have been left untouched for more than 24 hours via e-mail.
All activities related to an incident as well as it’s most important attributes are illustrated in the Detail View.
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