Non-productive time in ITSM solution is aimed to provide a view of the non-productive time spent in the incident, request lifecycle where the incident/request is set to a state like awaiting user info which is basically the time where no resolution activity is performed in the ticket. This use case helps the team understand how much time is spent in an active vs non-active state and how it impacts the MTTR.
This is where Tech Mahindra and Celonis Combine their Strengths:
Insights on focus areas to improve MTTR and reduce SLA breaches.
Quick visibility into non-value-add steps in the process and identify improvement areas leveraging Celonis Action Flows.
Awaiting Cases – Tickets going through the awaiting info state (non productive time)
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