Simply put, the service catalog is like a restaurant menu for requesters. The process of submitting a service request should be easy for users, just like customers at a restaurant.
Successful incident management will prevent these problems from interrupting business processes (any longer than necessary) or impacting other IT services.
Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer experience.
The service desk is the hub that supports all business-related technology that helps businesses generate profits – but in and of itself, the service desk doesn’t turn a profit for its work. One way to minimize costs, and to help service desks function more efficiently, is to track a metric called cost per ticket.
Do you want to create actionable outputs from your data? Then learn the difference between reporting and analysis to gain the power of organizational intelligence.
SACM helps leadership understand what they own in terms of assets and how a change in configuration affects other assets, which helps an organization deliver effective service management and tangibly improves its bottom line.
One of the most common questions that we receive during implementation is, “What is the difference between an incident and a service request?” While most people are familiar with “tickets” or “incidents”, they may not understand all of these terms when you throw them …