Hi there,
I am the process owner for incident management within my organisation. I do not have any administrative roles in regards to the maintenance or development of our tool.
In order to improve data quality and eliminate unnecessary touchpoints for support staff, I wanted to build bespoke incident logging forms in the Employee Center that are tailored to suit the specific service the logging user is raising a fault for.
I want these forms to generate dropdowns offering users a ready made and specific response to a question, or provide free text options where necessary. I believe this improves the user journey and incident content, reduces MTTR and supports machine learning.
Before I do this, will this contravene the CSDM or will this add the value and deliver the benefits I'm expecting?
Thanks
