KPMG’s Incident Management solution helps identify hidden inefficiencies, bottlenecks, and unhygienic practices in the incident management cycle to help reduce costs, mitigate risk, improve customer satisfaction, increase labor productivity, and increase compliance.
This is where KPMG and Celonis Combine their Strengths:
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The executive dashboard provides a high-level view of metrics important for measuring overall process health. i.e. Resolution times, SLA violations, Multihop and Automation rate.
This sheet allows the user to track the most important Incident Mgmt metrics, observe incidents over time, incident details and drill down by their selected dimension to provide a more holistic view of overall performance.
This sheet allows the user to compare system-generated incidents with user-generated incidents. Giving the user a clear distinction in their respective process flows and overall performance.
This sheet provides the user with a holistic insight into all the activities performed in the incident management process, their respective frequencies, automation rates, and throughput times.
This sheet allows the user to drill down on all agents assigned to incidents and measure their performance with respect to their relevant KPIs such as Resolution Time, SLA Violation rate, Multihop rate, etc.
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