Brief : How might we enable a seamless and streamlined communication system in the incident management process between agents and requester to save time and facilitate trust and safety.
Goal of the Project: To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
Aims and objectives : The aim of the project was primarily to understand the daily activities of users(here, agents and requestor), their behavior and emotions.It became extremely important to track their everyday functional and emotional needs as well. Since COVID, both agents and requestors have also experienced work from the home ecosystem. During the process, the objective is to also find out the fears, anxiety, job satisfaction and work-life balance for the agents.
Overview of the project: An incident Management tool tracks incidents (a disruption to normal operations), as well as service requests for new services, software, or hardware. ITSM incident-management handles the entire incident-management process to restore service to customers as quickly as possible. Today, to resolve a particular incident, users (here, service desk agents) in Incident management products require information, need collaboration and capabilities in a consolidated place from disparate sources without jumping to different applications within the incident management platform to achieve a singular task of solving issues or problems. One of the main benefits of using this feature could be to enable agents to resolve incidents faster and more efficiently. It will shorten the process of manually noting details, understanding and prioritizing.This feature will act like a single source of truth for all the information and activities related to the incident and will help develop trust and transparency.