Let's take a deep dive into ITSM Mobile Agent Capabilities we shipped for our customers in Orlando release cycle
Note: ITSM Mobile Agent is a store release, and we had two store releases during Orlando.
1: My Work
. Ability for an agent to easily access incidents, change tasks and catalog tasks assigned to self and take quick actions or provide timely updates. These include:
. Add Work Notes or Comments, updating incident details, assign incidents to other users, marking an incident resolved. .
. An agent can also access their On-Call Schedule from the mobile device to view their upcoming shifts, including shifts where they are due to cover for another agent and check status of their time-off requests for these shifts. They will have .
. Ability to take quick actions such as Request Time Off or Decline Shift Coverage from the app as well. Finally, agents will have easy access to Change and Request approvals.
1: My Team
. Ability for a group manager to easily access unassigned incidents from their group queues and quickly triage work.
. They will also have the ability to take actions on time-off requests submitted by their teams and review any On-Call Conflicts/Gaps in the schedule and plan for providing appropriate coverage.
. Additionally, users will have access to dashboards giving them insights into the work their groups are managing, such as MTTR, CSAT, Incidents at risk of breaching SLAs, Incidents that have already breached SLAs.
3: MIM
. Ability to have quick access to the world of Major Incident Management.
. Ability to quickly review active major incidents or proposed major incidents so quick actions can be taken when needed.
. Users will also visibility and access to active conference calls going on for current major incidents with the ability to Start, Join or End conference calls.
4: Push Notifications
. Users will receive notifications on their mobile devices from the app when their attention is required so they can easily respond to keep work moving. Some examples include - when users are on-call, when incidents are assigned to them or have comments from end users that needs their attention, when approvals are pending on them etc.
