Manjeet Singh
ServiceNow Employee
ServiceNow Employee

 

The purpose of this article is to provide you a list of use cases where Process Optimization should be applied to drive business value. This article will be updated from time to time as we discover new use cases.

 

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IT Service Management

  • Speed up time to resolution (MTTR) for Incident/Requests
  • Reduce SLA breach rate
  • Increase Support Agent productivity
  • Reduce incident resolution cost
  • Increate the automation rate by finding new opportunities where automation should be applied.
  • Reduce change management failures
  • Support broad digital transformation initiatives
  • Increase collaboration between support teams and assignment groups
  • Analyze the reason behind the bad CSAT score
  • Analyze the root cause behind the misuse of a process step

 

Customer Service Management

  • Improve First Call resolution
  • Find out support agent coaching/training opportunities
  • Analyze customer cases that were escalated to L2/L3
  • Improve process data quality

 

Financial Service Operation

  • Identifying manual steps to automate
  • Uncovering root causes for delays

 

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Version history
Last update:
‎03-09-2021 11:20 AM
Updated by: