Establish a direct link between the users and the resolution groups to achieve an efficient management of the recorded incidents and provide monitoring tools in the fulfilment of the quality of your service.
Enhance communication with the user to ensure a rapid restoration of the affected service. Integrate all your communication channels into a single self-service portal and take advantage of our artificial intelligence solution to perform the pre-diagnosis and apply the most optimal resolution.
Establish specialized virtual assistants in the different service areas, that accompany and direct the user towards a precise definition of the problem and its possible resolution.
Offer service managers context analysis tools that provide qualitative information and minimize the impact, facilitating a more effective evaluation of the origin of the incidents and their possible effects.
Define specific workflows based on each type of incident, the elements impacted, and the services affected with automatic assignments to the different workgroups for a more effective resolution. Keep all participants informed about the resolution status of the incident through communications generated by ServiceONE’s automatic engines.
Create a service catalogue according to your business needs and establish different criticalities depending on the Service Level Agreements. You can include all those company services on which you can request benefits or generate incidents. In addition, thanks to the definition of criticality levels, the system will prioritize one or the other incident, considering the affected space.
Get an exhaustive control of the execution times and let the system automatically prioritize the attention of the incidents according to the needs of your business and its level of criticality. Track the level of service and keep all parties informed through the notification system.
Use historical data to control the life cycle of your assets and perform budgetary and operational planning linked to their replacement.
Improve your incident attention service and reduce the number of notifications, by detecting potential problems and identifying repetitive patterns. The system will automatically search and detect potential problems, proposing the temporal resolution defined in the case of being a known problem and suggesting the creation of the management and analysis file in the case of a new one.
Detect, manage and monitor the status and progress of major incidents. Allow the system to detect a major incident and associate all notifications received to that incident. Let the system automatically apply the life cycle of the major incident to other notifications and keep all affected users informed.
Create basic information circuits and enhance omnichannel communication, enabling email accounts that allow the recording of incidents only by sending an email by the user. Let ServiceONE analyse the content and sort and distribute the notification to the most appropriate support team.
Use omnichannel interaction to get an active participation of all users who must interact with the system. Send the activities to be performed by each user and request the possible actions from the email, without the need for direct access to the information system.
Define the different work orders that must be generated automatically for the resolution of an incident and let the system assign them to the responsible teams for the resolution. Allow each specialist to carry out the activity report on each of the assigned work orders and collect all the consumption, tooling and measurement in the working part.
Offer the user the possibility to report incidents from the mobile device anytime from anywhere. Attach documentation and images that help diagnosis and resolution. Facilitate access from the mobile application so that incident managers and support teams can control and execute the resolution of any incident.
Manage the costs related to the incidents and deliver to the different departments. Control the degree of consumption of the planned expenditure against the actual expense incurred and define the different cost items associated with the incident notification center.
Send alerts and notifications to inform users of the service progress. Inform the incident managers of the degree of compliance with the Service Level Agreements, the actions to be carried out for their attention and any type of information linked to the request.
Help users to solve the problems themselves based on the multimedia contents of their own knowledge base. Promote self-service through a dynamic and automated system that proposes information related to the problem and reduce the workload of technical and customer service personnel.