0
8.3.2
Australia, Zurich Patch 7, Zurich, Yokohama Patch 6, Yokohama, Xanadu
Standalone Application
The Proactive Service Experience Workflows application is a key component of our Technology Provider Service Management and Telecommunications Service Management products. This application enhances the Service Operations Workspace by enabling technical support teams to swiftly evaluate the impact of incidents or changes on their customer base. Consequently, technical support can generate proactive cases, interact with customers, escalate common service issues, and more. Additionally, Proactive Service Experience Workflows supports the Trouble Ticket APIs, adhering to TM Forum standards.
In Service Operations Workspace as a ITSM engineering and/or support persona identify the footprint of customer impact by leveraging account data to support visibility inside of Incident and Change Management workflows.
- In Incident Management and Change Management:
- Generate Proactive Cases once initial assessments are made to make customers aware of impact, whether its scheduled downtime or as a result of an outage; auto-resolve those cases when the change is implemented or service is restored
- Communicate bi-directionally Customers inside of Incident or Change Management through the Notify feature, which passes information down to associated cases without ever leaving the record you are working on
- View the Account 360 Dashboard
- Clicking on Account name inside of Service Operations Workspace will give a detailed representation of the account
- Dive deeper into performance analytics indicators and understand how well service is being delivered across a multitude of common KPIs
- Configurable decision based escalation workflows for Incident Management to escalate from L1 to L4 Support
- API Trouble Ticket support
- Diagnostic Framework for Incident & Change
- Make Customer Impact its own tab, which shows the same way on Incident, Change, and Problem, that has its own UX format that complements what we are doing with the Diagnostic Framework
- TSM flag to be renamed ‘PSM’ and returns true when ANY customer impact is identified for an Incident, Problem, or Change. We will be using this for Telemetry
- Major Case system property does not work as is; we need to let people determine via a different method, and IF they want to use Major Incident as well
- The notify feature is deprecated and has been replaced by Email templates. A template is built based on the data in the records and sent via email instead.
- Bring the Account Analytics up to L1 so the value is clear, easy to find, and not buried behind several clicks. Renamed Analytics to Service overview delivery.
- Customer Service Management [1.77.1]
- IT Service Management
- Service Operations Workspace
- Telecom Core [5.8.0]
- Major Issue Management
- Diagnostic Framework
- CSM Case Types [3.0.1]
- API Notification Management [3.0.0]