Addressing IT concerns of all departments in the organization
Tracking customer issues
Enabling employee onboarding
Monitoring reports and metrics
Tracking and automating calculation and/or enforcing of employee time allocations on service requests ? This enables the tracking of employee productivity and documents incidents that prove to be the most time-consuming.
Automating remediation and escalations with rules-based procedures ? This allows for identification of key characteristics of reported incidents and routing them to the appropriate pool of technicians.
