Benefits
- A conversation to ask for help. Identify the need and gather useful information through enabled channels.
- Self-service with sources. Use approved procedures and show the reference supporting the guidance.
- Authorized actions. Coordinate eligible requests within a defined catalog, permissions and approvals.
- Continuity with a technician. Provide a summary, attempted steps and the reason for escalation, depending on the enabled integration.
- Request follow-up. Consult the status available in the ticketing system using the requester’s permissions.
- Reusable knowledge. Propose articles from reviewed solutions. A responsible person decides what is published.
What is needed
- Knowledge and catalog. Approved articles, eligible requests and owners responsible for updates.
- Integration and control. Validated ITSM, channels, identity, permissions and escalation criteria.
Scope and evaluation
Measure validated technician-free resolution, reopened cases, escalation context and knowledge coverage.
Scope requires agreed integrations, permissions, sources and criteria. Effective features are validated for each environment.
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