c360 ITSM

“Do you and your team waste time completing repetitive tasks and monitoring adherence to standard procedures?”

ITSM - Workflow and Approval

Make your business processes more predictable, improve efficiency, and guarantee consistent execution by building your best practices into c360 ITSM using workflow.

Workflow enables automation of business processes during which documents, information, or tasks are passed from one party to another and actions are performed according to sets of rules. The flexibility of our solution allows these “sets of rules” to include your organizations unique best practices and work processes. Configure workflows for most rules that support your business, automatically triggering them throughout the ticketing processes without the need for “custom coded” solutions.

Workflow has endless implementation scenarios that help improve your organization’s operations. . Do you require automatic escalation to management when a priority ticket has been open over two hours? Do you need follow-up tasks automatically created and assigned for tickets with specific configurable Items or categories? Workflow built using your business rules can be triggered throughout the ticket capture and resolution process, expediting the overall ticketing lifecycle while enforcing adherence to your company’s defined business processes.

c360 ITSM has many delivered workflows that address common ticketing scenarios, such as:

Sending a notification email to the customer letting them know that a ticket has been opened on their behalf.
Updating Priority Level based on incident urgency and impact categorization.
Creating notification tasks and sending emails to the 2nd level service representative when they are assigned a new ticket.
Notifying the 1st level service representative as the ticket proceeds through the main ticketing phases.
Sending an email notification to the ticket contact letting them know that their case has been resolved.

Our ITSM solution provides many out-of-the-box workflow components that business users and administrators can use to model their business processes. ITSM Workflows, built on the Windows Workflow Foundation programming model, provides a means for power users to tailor delivered workflows to better meet your business needs. Developers can utilize Microsoft Visual Studio 2005 Extensions for Windows Workflow Foundation using Visual Basic .NET and Visual C# programming languages to further extend workflow capabilities as needed.

Workflow Approval Processes

In business processes, there are sometimes scenarios in which certain steps require approval, authorization or verification from specific users to move forward. For example, management approval may be required by service representatives before they can proceed with hardware purchases over $2,500. c360 ITSM can be tailored to implement such role based or user dependent processes to initiate and enforce the correct approval processes.

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Workflow And Approval:

Creating Workflows (screenshot)

ITSM Functionality:

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