Many of the processes within businesses can be described as cases. That is, business processes are the interactions between people, process, data, and content in a dynamic, ad hoc, and unpredictable faction. These processes have a starting point, workflows, and an end point.
This category includes Inspector General Investigations, General Counsel, background Investigation, Workers’ Compensation, and compliance and regulatory licensing cases. In these cases, you have little structure but highly defined business goals.
Automates content gathering from existing applications and sources
Makes important patterns and relationships more visible and easier to understand
Makes it easier to securely share evidence and findings electronically
The primary goal of the incident management process is to restore a normal service as quickly as possible and to minimize the impact on business operations, thus ensuring that the maximum service quality and availability are maintained. In a typical case, high-level processes exist, but flexibility and collaboration are needed.
Alert
Run Book
Investigation
Collaboration
Verified
Linked Issue
verified
PIR
A core benefit of implementing a Service Request Management system is to separate requests from Incidents. This allows for improved efficiency when managing routine service request tickets. At the same time, the separation increases the IT Organization’s concentration on break/fix tickets that are now the exclusive focus of Incident Management. As a category, service request cases have structure, but content is not well known at the start.
Some case types have a predictable path, however, the business needs flexibility to handle the unexpected. For these cases, the business requires robust reporting and analytics to enable its staff to handle complex decisions.
Whose case is being managed and what is their business function?
What are the known outcomes of the case(s)?
How to go about managing and scheduling the work involved
How to present the findings and appropriate supporting materials