LeanCS® has a powerful workflow engine to ensure that your IT support processes will be executed as defined consistently. It automates every step of the ticket life cycle right from categorization to resolution ensuring that every ticket is assigned in timely manner and to the most appropriate support team. This level of automation prevents violation to the service level targets agreed with the business. Business users are kept informed at every step of the ticket life cycle using automated notifications.
BEYOND A TICKETING SYSTEM
LeanCS® brings the best practices in IT service management out of the box. It has been designed following best practice to execute the right processes and improve your IT services. LeanCS® manages the following IT processes:
- ✓ Incident Management
- ✓Problem Management
- ✓Change Management
- ✓Service Level Management/Service Catalog
SERVICE LEVEL MANAGEMENT
If your IT support team meets business expectations, business users are getting the service experience they love. These expectations are defined and agreed upon in service level agreements. Service level targets are configured in LeanCS® to ensure that IT support team receives alerts, for tickets they’re assigned to, when a response is due, thus making sure that customers always receive timely responses. You can even set up SLAs to specific services and create unlimited service catalogs, priority matrices and support time schedules.