skelta bpm software leveraged to design workflow engine for incident management process

Contact us at Email: [email protected] | Web :www.skelta.com | Tel: 1 678 306 4110

SKELTA BPM SOFTWARE LEVERAGED TO DESIGN WORKFLOW ENGINE FOR INCIDENT

MANAGEMENT PROCESS

CUSTOMER PROFILE

• The client is a Global IT Services provider delivering technology driven business solutions to meet strategic business objectives of their clients.

INDUSTRY : Information TechnologyPRODUCT : Skelta BPMPROBLEM : Lacked ability to prioritize

incoming incidents


INTRODUCTION

• The EAS practice team forms a key area of the client’s service offerings and timely execution of projects is a critical result area.

• EAS uses different Service Manager Tools to manage project based Incidents, Service requests and Change requests.

• These tools however, lack the ability to prioritize Incidents based on pre defined parameters.

• There was a need for a BPM and advanced workflow solution to streamline the Incident Management process (ITSM) and integrate seamlessly with existing third party applications such as service manager tools and client knowledge base.


PROBLEM

• The Service Manager solution used by the EAS practice lacked the ability to prioritize tickets or incoming incidents based on parameters like:

• Balance time left for meeting the SLA• Penalty clauses agreed with the customer• Criticality of the Account / Project• Skill matrix of consultants• Consultant Calendar management• Project / Account Service window management• Tracking the effort spent & free-time on each ticket / incident• Capacity planning at an incident level• The BPM solution had to enable an integrated and efficient workflow for

incidents received into the system based on the above pre defined parameters.


SOLUTION

• Skelta BPM’s customizable workflow engine and embeddable architecture were leveraged to design an Incident Management Process for easy integration with:– Active Directory (AD) for user information– Proprietary incident management solutions for ticket flow– Client knowledge base for ticket keyword search

• Further Incident Management workflow was created based on mission specific parameters.

• The workflow was designed in Skelta BPM’s completely graphical based drag and drop process design environment with web access for the workflow participants as well as web and email based notification delivery.


SOLUTION

• The Skelta BPM implementation for “Managed Services” integrates with existing service manager tool to provide features like:

• Queue Management & Incident Sorting for a “first in first out” approach to incident management

• Timesheet Management for incident priority to available resources/handlers

• Assigning Ad-hoc Tasks• Change Requests• Capacity Planning• Various Productivity & Ageing Report• Resource allocation• Audit trail• In-depth analytics• Organizational & resource level calendarContact us at Email: [email protected] | Web :www.skelta.com | Tel: 1 678 306 4110

WORKFLOW PROCESS• Client existing ITMS integrated with Skelta BPM for ticket/issue entry into

the workflow process


CLASSIFICATION

• The tickets are sorted based on pre-set parameters and accessible for consultants based on the skill matrix and Project / Account mapping.

• The system allows the consultants to take ownership of the tickets and can re-assign /delegate / add consultants to the ticket.

• Similarly, managers can have hierarchical views on tickets in queue and can assign tickets to consultants along with ad-hoc tasks.

• Based on the consultant status, auto assignment of ticket is done in the system.

• Also tickets can be assigned to Consultant based on Project and skill mapping.

• System allows identifying Consultant based on skill matrix


INCIDENT ALLOCATION


INCIDENT MAPPING

• Apart from the above qualifiers, task predecessor mapping is also done by the Skelta system.

• Account / Project service window provides option to set supported time for a project based on which balance time left for meeting the SLA is calculated.

• The Queuing of the tickets can be configured to certain parameters like Balance Time to Go (BTG), Penalties involved, SLA End Time, Criticality of Account etc.

• The system provides Timesheet Management to track time spent by consultants on tickets and other activities along with Calendar Management for setting Consultant Shifts for a date range,

• Company / Custom holidays, Leave details and additional working hours.• System provides option to set message / ticker based on parameters like

Project consultant mapping & Consultant location.


BUSINESS BENEFITS

• Reduced business impact of Incidents by timely resolution, thereby increasing effectiveness

• Overall reduction in lost or incorrect Incidents and Service Requests• Improved monitoring and performance measurement against SLAs• Better utilization of consultants based on pre defined matrix• Process Intelligence based on defined SLAs• Audit trail for compliance & optimization purposes• Process insights for continuous optimization


SKELTA BPM

http://www.skelta.com/

Corporate Address10900 Equity Drive,Houston, TX 77041 USATel: +1 678 306 4110

R&D / Innovation Center:Invensys SkeltaSalarpuria Touchstone,Sarjapur Outer Ring Road,Bangalore - 560 103 IndiaTel: +91 80 4060 2600


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skelta bpm software leveraged to design workflow engine for incident management process

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