This IT industry case study showcases the successful implementation of a customized incident management module, resulting in impressive quantified results. With faster incident resolution times, an 82% first resolution rate, and a 2.4x faster request fulfillment rate than the industry average, the client has significantly improved their incident management process. Additionally, the addition of over 1.4K articles to their Knowledge Base has provided solutions to most problems, while a 50% faster average MTTR has further increased efficiency and productivity.
Empowering client to offer effortless customer experience
Client Domain: IT industry
The Client Requirement:
A client in the IT industry sought a solution to track the status of incidents until service is restored and the issue is resolved. The client had several Configuration Items (CI) mapped to their Configuration Management Database (CMDB) and used an Orchestration process to track and resolve issues. Any user can raise an incident management request which is then assigned to the support team and resolved within Service Level Agreement (SLA) metrics.
The client needed an efficient way to manage incidents that would allow for quick response times and issue resolution, while also leveraging their existing CMDB to track CI status. The previous process was manual, which made it difficult to prioritize and track incidents in a timely manner.
The implementation of the incident management module and integration with CMDB resulted in significant improvements for the client. The new process allowed for faster response times and issue resolution, resulting in improved SLA metrics. The customized fields and integration with Active Directory streamlined the process, making it easier to track and prioritize incidents. The creation of relationships between CI’s and hardware assets improved tracking and allowed for more efficient issue resolution. Overall, the client was satisfied with the results of the solution, as it provided a more effective and streamlined incident management process.