IT Service Management Cost & Duration Tracker
$10,000.00
This system keeps track of the amount of time spent addressing issues related to service operations. The time spent is tracked from the viewpoints of the fulfiller and the customer. Labor rates are used to convert time spent into cost.
Use this package to determine how long incidents and requests are remaining open and the average rating from from callers who opened those tickets. This tickets sends out surveys to callers with tickets aged over 3 weeks to try to gauge their level of satisfaction with the service rendered. The report maps the ticket age against the satisfaction score to highlight areas of concern within a service management practice. The goal is to help IT track the bad with the good.
Included:
- Process & Data Flow Diagrams
- Implementation Epics, Features, and Stories
- Test Cases with Success Criteria
- Capabilities Workbook (What to Expect)
Requirements:
- ServiceNow platform
- ServiceNow service portal
Release Notes:
- New
* Use this package to track the average age of open/active incidents and requests assigned to managers and owners of assignment groups. Also track customer response against those aged tickets.
Update Set Available?: Yes (for additional fee)
Update Set Compatible With: San Diego
Consulting Hours Available for Purchase: Yes