As part of running an operation, every organization comes across different types of cases / incidents / issues. Proper handling and resolution of those cases is essential for the success, efficiency, and reputation of the organization. However, tracking all the cases end-to-end is easier said than done. It is also necessary to look back at how the cases were handled -- time to resolve, action taken, satisfaction, resources used etc. -- so that effectiveness of the process can be evaluated and targeted pro-active steps taken for further improvement.
ServiceDesk used for this kind of scenarios by some organizations. While it's most common for IT Service Management, other use cases are also possible. ITSmartDesk is SARANGSoft's configurable ServiceDesk software that can be deployed by an organization on its own or the cloud-based (SaaS model) version is available for any organization to sign up and use.
ITSmartDesk is a generic ServiceDesk or case management tool, which can be configured to work as --
or whatever you find suitable.
The software is browser-based, so that it can be used via a standard browser by any approved user. The user interface (UI) is simple, easy to understand, and learn. Other than the Administrator(s) -- who deploy and manage ITSmartDesk setup -- there are two types of users:
a) General User, who submit requests (cases) for service / help
b) Servicers, a group within the organization to provide the required help
The 'Servicers' comprise of what can be broadly termed as the 'Technicians' (for IT Environment) or 'Agents' (for Customer Support) or 'Authority' (for Application Review and Approval), and so on. These people have specific skills, authority, responsibility to take a case towards suitable resolution. Depending on the use case of the software, an organization can change the terminology to whatever suits them, e.g., calling such people as 'Agent' instead of 'Technician' for a Customer Service setup. Among the 'Technicians', some people may be given the (additional) responsibility of 'triaging' (i.e., assessing, prioritizing, assigning) the new cases, so that the best available person processes those. There may also be some 'Technician Lead' position(s), who make higher level decisions regarding priorities, resource allocation, adjustments etc. It is possible that (some of) the 'Leads' are the 'Triagers'. An organization -- depending on its size and complexity -- might also have a 'Manager' level among the Servicers. The Manager(s) is responsible for running the whole Servicer group in the most efficient way.
When a General User submits a 'Case', it goes to a common pool, from where it is triaged by the 'Triager' and assigned to a suitable 'Technician' for the next action. It is possible that processing a case will to go through multiple people, where successive Servicers do their part of the work and assign to the next person. It works somewhat like an assembly line -- different people doing their part and passing it to the next person. When the case is fully taken care of, it is 'resolved'. At that point, it goes back to the User (case submitter), who verifies that it is up to his/her satisfaction, and decides to 'close' it or 'reopen' for the still pending issues.
General Users can be staff of the organization using ITSmartDesk, as well as select outsiders such as customers, vendors, partners etc.
ITSmartDesk centralizes the management of all cases reported by users, prompt assessment and assignment to suitable persons for follow-up, and correct resolution to help the users focus on their regular work. It brings efficiency inside the organization and with outside parties (customers, partners, vendors etc.), reduces delay and frustration, as well as helps the organization monitor the issues faced and outcome / resolution of those. ITSmartDesk generates a number of useful reports that help understand how well the process is working and the steps needed to improve the overall quality of operation.