Partner Execution Instrument

Techedge IT Ticket Service Management (for SAP Sol Man)

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Manage Your Ticket Incidents Effectively and Efficiently

The โ€˜Techedge Process Mining for ITSM Solution Managerโ€™ helps customers to improve the efficiency and responsiveness in the execution of their Ticket Management Process.
It provides a full set of pre-built analysis and functions to get an end-to-end understanding of your process.
It enables users to drill down on possible root causes and monitor key metrics over time to ensure that you are meeting your teamโ€™s performance target.

The key benefits:
โ€ข Proactive and continuous monitoring of the process in case of potential breaches in Service Levels Agreement or penalties, leading to cost savings
โ€ข Automatically detect and sends alerts as the SLA relating to taking charge and resolution time approaches
โ€ข Enable full transparency into ITSM processes and quickly identify deviations or bottlenecks for corrective measures to be undertaken
โ€ข Optimize efficiency and increase responsiveness of ITSM help desk teams, therefore higher customer satisfaction and retention rate

Features & Capabilities

Overview of the KPIs

It provides the main qualitative and quantitative summary process indicators, allowing you to drill down on core attributes and perform root-cause analysis

The Initial Response Time (IRT)

Focused on the Initial Response Time (IRT) analysis, it allows you to perform root-cause analysis through drill down functionality. Discover the average IRT for different ticket priority levels and understand the total amount of penalties caused by delayed cases

Trigger actions in the Action Engine

Automatic detection of incidents running out of SLA and consequently generation of alerts notifying users to take timely actions, thereby improving the overall process cycle


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