Ticket Clinic aims to reduce operating budget tied to high volume, low value service desk activities. The application acts as a super operator that looks at historical incident data and analyzes it to intelligently route incidents and automate tasks to remediate issues and fulfill standard requests. As a result, customers see increased productivity for all tiers of support operators, improved time to resolution (TTR) and a substantial reduction in OpEx related to Service Desk activities. In essence, this application drives IT teams to focus on more complex problems and enables them to do more with less.
Following are some of the key outcomes that we have been successfully delivering to our customer through the Ticket Clinic application:
- Up to 40% reduction in service desk related OpEx
- 30% reduction in downtime
- Standardized workflows and processes
- Minimized team friction
- Skyrocketing productivity
- Improve employee experience
- Proactive SLA monitoring
Classification and Identification of Tickets: The classification algorithm used by Ticket Clinic can identify groups of incidents that are similar in nature. When new tickets come in, Ticket Clinic will identify whether the new ticket fits any known classification.
Automation of Common Types of Tickets: Automation can then be assigned to classifications generated by Ticket Clinic. When new tickets come in, Ticket Clinic will identify whether the new ticket fits any known classification, and trigger the automation associated with the classifications. Automation can be simple, such as updating comments with the link to a KB article, or complex, such as triggering a custom script, workflow, or flow designer spoke.
Visibility and Transparency: All automation triggered by Ticket Clinic is recorded and logged for audit and review. Reports are generated to provide visibility into what volume of tasks are triggering automation. Data is compared to historical data to provide insight into the overall efficiency gains of the system using Ticket Clinic.
Performance Optimization: Special considerations have been taken in the above mentioned mechanisms to enable them to operate with large datasets while minimally impacting the performance of the ServiceNow instance.
Many customers face challenges with optimizing ITSM processes to that they do not rely on manual steps. Often times, Incidents, Requests and Tasks get stuck in a queue where they wait to be manually fulfilled. Ticket Clinic provides instant solutions for common issues without engaging service desk agents, enabling IT support teams to dramatically reduce incident resolution times and focus on more complex tasks. Ticket Clinic excels at identifying small events that lead to bigger problems from clusters of monitoring tools, historical incident data, and knowledge articles. As a result, customers see increased productivity for all tiers of support operators, improved time to resolution (TTR) and a substantial reduction in OpEx related to Service Desk activities.
ServiceNow Version Orlando or above