The Service Providers, IT Service

Business

Business process management for service providers; Assistance - Information Technology

Problem

Increase the clarity and efficiency of internal IT services

Beneficiaries

All staff, IT.

BPMS based solution

The business process management system directs employees through the process of the" IT Assistance and Alert "section to the registered files, which are categorized according to their priority level, and provides a clear view through automatic alerts. By registering a file, a designated number is assigned to it and its confirmation is announced with a receipt whose number is sent to the employee. Follow-up of this process is based on the type of request and the level of priority set for it. This file is followed throughout its life cycle to determine the progress of the relevant activities. When the subject of this case is resolved, the result is recorded and the case history is automatically updated and employees are notified. If these remain, staff can reopen the case and review the workflow at the point.

Advantages

Employees are fully supported in the process of how the department manages assistance and requests. By entering the appropriate data in a web-based form, all sub- processes are automated until the issue is resolved . The subject matter is also useful for IT staff, as they ensure that it is addressed in an appropriate and timely manner based on type and priority. Subject records are also useful for analyzing the content of requests for assistance to improve ongoing services