ITSM Mobile Agent application is now available in the store.
It uses the micro-moments, and is making work life as great as real life for all employees. Entire experience is built as a native app experience, which captures micro-moments and moves work forward.
But first, let’s talk about some challenge’s agents come across in their everyday work life.
Three challenges which agents face are:
1: Staying connected to their incoming work.
2: How to manage teams work, and schedules in simple manner
3: How do I gaze a major incident as if I am in the office
The first Challenge which an agent suffer is how to be connected to their work when they are away from their desk.
This can include visibility into new incidents, incidents at risk, and even breached incidents. Ability to prioritize work based on a dashboard look which shows incidents at various stages of their lifecycle.
With few taps, and swipes on can easily add comments, re assign, resolve, and even approve incident tasks.
With agent app, a user can handle critical issue with urgency providing satisfaction to end users.
Second challenge is the ability to see and manage own shifts easily. With Agent app, once can view and manage shifts with right coverage. You get a nice calendar view which shows your and other agents shifts which you are covering. You can even do shift coverages, or request time-Off right through the same interface.
As you can see, managing shifts is now as easy as managing a restaurant reservation with an open table.
Part of the same challenge is for an agent manager, managing teams work.Especially when they are on the go. My Team gives option to help direct resources no matter where they are. Easily review unassigned work. Take owndership, or assign the work to my team member. Easily manage teams shifts coverage.
Agent Mobile app gives benefits of managing the business, and the team on the go. Just as if you are sitting in the office.
Managing Major incidents when out of the office can be a difficult task. Critical components of Major Incident resolution is the swiftness with which team can come together, collaborate and resolve the issue. So, the major incident manager needs to stay connected here. Mobile Agent app allows the user more time to engage and respond to major incidents from a mobile device.
As a user, one can easily scroll through all Major Incident candidates, tap into one and see all the details necessary to help make a decision either to promote it, or not.
Collaboration is one of the most critical taks in managing a major incident. But now you can join or create a conference call right from the agent app. If you have all the appropriate details, you can drill into any active major incident, review communication tasks that are necessary to engage.
As a user, you can easily with a singel swipe kick off a conference call and immediately start collaborating with all the appropriate team members.
It makes collaboration process as simple as kicking off a Facetime call. You can see yourself engaging with a major incident with the same speed as if you are sitting right at your office desk.
What you get from ITSM Mobile Agent app, no other vendor can deliver. As single native mobile app which transforms the agents experience while allowing them to do work on the go!
Powered by NOW platform, the mobile agent app unlocks productivity for your entire workforce.
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