Partner Execution Instrument

Techedge IT Ticket Service Management (for SAP Sol Man)

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Manage Your Ticket Incidents Effectively and Efficiently

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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