SDG Application Service Ticket Management
Ensure timely resolution to raised incident tickets and drive customer satisfaction
Every IT organization has a goal to optimize their internal structure to save costs and time.
Given the sheer volume of application tickets or incidents, service requests being processed daily that organizations need to manage, any bottlenecks in the process often leads to costly impact on the organization. It takes tremendous effort for organizations, particularly the large ones, to maintain and ensure a streamlined process. This not only affects the internal service management, but also affects the customer experience.
Elevate your service management practices by offering a better customer service to internal or external users, constantly monitor supplier Application Management System contracts, optimize your process in addressing open issues on application or service requests; drive towards a frictionless internal organization.
This is where Celonis and SDG combine their strengths
Monitor the performances of the internal service team
Monitor the performances of the suppliers and compliance to their application management system SLAs
Automatically detect potential waste backlog tickets and follow up the owner for a solution
Features & Capabilities
Open Tickets
Identify most frequent inefficient activities to speed up resolution. Good oversight of the open tickets to allocate appropriate resources to solve the incidents efficiently
Forwarding Tickets
Identify friction activities e.g. “ping pong effect” that leads to multiple forwards to different supplier group for a single ticket, and alert the owner immediately to follow up on incident to resolution
Action Engine
Automatically signal users when “slow” tickets have been identified e.g. untouched and held at a specific activity for more than x days. This triggers the users to take the right actions to speed up resolution and improve the overall efficiency.
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