c360 ITSM
"Your team's work processes should not be restricted by the way your ticketing system works"
Business Policy Automation
Your ticketing system should support the way you and your team service your customers - not drive how your team will respond.The way you conduct business and service your customers defines your customers overall perception and satisfaction with your company, products and services. Consistently responding to their needs, issues and concerns in a timely and efficient manner can increase customer satisfaction.
Over time, you have continued to learn the best processes and policies that result in effective customer service for your business. You need a solution that is flexible enough to integrate these best practices into a tool that your team can utilize.
ITSM provides a solid ticketing system foundation that can be tailored to support the unique needs of different support organizations. And as you continue to analyze your customer relationships and learn what works best, you can continue to make updates needed to best service the needs of your customers.
Often, organizations will experience "growing pains" as they continue to grow and transition from a small team to a larger support group. For example, it is much easier to maintain a consistent level of service when there are only a handful of closely knit support team members working side by side throughout the day. But as the team grows and becomes extended, it becomes much harder to insure that all team members are adhering to the same standards, policies and procedures without a tool in place to help drive your designated best practices.
ITSM as delivered is a powerful ticketing engine. But even more important is its ability to be tailored through configuration and customization to support the business policies and processes that best meet your unique customer service needs. By building your best practices into our ITSM ticketing tool, you create a means to manage the overall ticket process by all of your representatives in a consistent, efficient manner.
For example, you are sure to have unique attributes and data that you need to capture in your ticketing process - and c360 ITSM provides a highly configurable environment to allow you to make these necessary adjustments. c360 ITSM's powerful workflow can also be used to automatically send notifications, create and assign tasks and default ticket values during ticket capture and resolution. This not only accelerates the overall ticketing process but complete it in a consistent manner that adheres to your prescribed best practices.
c360 ITSM provides a great foundation for an effective ticketing system. Built on best practices from ITIL and other industry leading recommendations, it is an effective ticketing solution as delivered. But even more important is your unique knowledge of your customers and the best way to service them. Your ability to leverage your "hard earned and hard learned" best practices through your ITSM configuration and setup will be what will distinguish your company from your competitors. c360 ITSM was designed to provide this critical flexibility.
ITSM Functionality:
- Incident Management
- Problem Management
- Configuration Management
- Knowledge Management
- Solution/Problem Linking
- Service Level and Contract Management
- Time Tracking
- Scheduling
- Workflow and Approval
- Business Policy Automation
- Alerts and Notifications
- Multi-Channel User Access
- Reporting
- Compliance (Auditing)
- Dashboards
- Customization
- API Integration
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