ServiceQue

THE CHALLENGE Businesses of all sizes are involved in IT service management (ITSM) in some way. Some use spreadsheets and old legacy systems, and others use large, expensive platforms. Neither are effective.

Legacy systems often take on more than they were originally meant for; being built with limited flexibility. This makes it difficult to make enhancements and changes, which delays service requests, and causes poor user experiences and performance.

And large service request platforms are usually extremely expensive to set-up and maintain. Customization can be difficult to complete in-house, which drives up ongoing costs and slows down the process. Again, delaying operations and frustrating employees.

THE SOLUTION ServiceQue, built on Appian’s low-code platform, is a scalable solution for IT service ticket management. It was specifically designed to meet the service management challenge for businesses of all sizes, at a much lower price point.

It enables organizations to support unique service request needs across various business units. With the ability for business users to easily create, configure, and manage custom ticket types and workflows, ServiceQue is a one-stop-shop for service ticketing.

Plus, its dashboards and reports provide essential insights into service ticket volumes, turnaround times, and root causes to identify issues and gaps and reduce unnecessary spending.

SOLUTION FEATURES

• Easily create, configure, deploy, and manage custom service ticket types and related workflows
• Configure service-based commitments between service providers and customers
• Leverage pre-built connectors for integrating with other business systems, such as asset management
• Access past service tickets, actions taken, resolutions, and trends for improved reporting
• Analyze root causes of common service request issues

•SLA notifications and reporting •Root Cause Analysis data capture and reporting •Group records and metrics •Approval workflow step type •Group specific ticket queues added to the Home screen •Ticket Scope of Impact added for new ticket creation •New Administrative tools for configuring Scope of Impact, Urgency, and Root Causes •Enhanced reporting by Organizational Department, Location, selectable date ranges and corresponding drill-downs •Appian branding updates