Traditionally, IT service management was limited to legacy platforms and infrastructure. Due to a lack of process, interacting with IT teams was frustrating and difficult, resulting in the workforce becoming less engaged, and the gap between the IT team and business growing even further. Since IT service management was already a complicated task for most IT teams, COVID-19 only exacerbated the repercussions.
Under these circumstances, the ITSM software industry is quickly going through a groundbreaking growth spurt and parallelly IT teams are now realizing the need for a comprehensive ITSM solution that streamlines their processes
To cater to these needs, Motadata brings ServiceOps, one such ITSM platform that provides end-to-end coverage across the ITSM spectrum and enables the support teams to become more productive and less resource-constrained. With Motadata ServiceOps, businesses can:
- Improve technician as well as employee productivity
- Minimize risks and impacts associated with IT mismanagement
- Analyze IT trends and automate workflows
- Alleviate the number of recurring issues
- Adhere to Service Level Agreements and IT Compliance
How Motadata ServiceOps makes your IT service delivery seamless across all business operations
Responsive and Fluid User Interface (UI)
An intuitive UI is imperative in providing a great user experience for your employees. It ensures that no time is wasted in navigating through the system. Motadata ServiceOps provides a responsive and fluid UI built with the latest technology. The UI has attractive pictorials and icons for friendly user experience.
Apart from the powerful visuals, the ServiceOps platform comes with an in-built self-service portal, an integrated knowledge base, and easy collaboration for smooth service delivery. When users access the knowledge-base through the self-service portal to resolve queries by themselves, it is important that they don’t get lost in the system. Hence, a responsive, frequently updated, and glitch-free UI makes sure that the solution-discovery process is linear for your employees.
The intuitive ServiceOps platform also offers feedback capturing support for requesters. Through this, the IT teams can track the customer satisfaction index and gauge their experience post-query-resolution.
Quick Deployment and Remote Support
Nowadays, due to the global pandemic, more than half the workforce has begun working remotely. It is next to impossible to manage IT service delivery for remote teams without a good ITSM tool.
During such unprecedented times, ITSM platforms like Motadata ServiceOps can make all the difference by offering fast deployment for IT digitization. ServiceOps assists technicians with remote configuration and in-turn solve queries at a rapid pace.
Remote Desktop Support
After the initial deployment, strong remote support can make all the difference in the productivity of employees. It has now become extremely important for the technicians to be able to support the remote teams effectively so that their daily tasks are not hampered by technical issues.
Motadata ServiceOps has an integrated remote desktop that facilitates technicians to resolves issues without getting physically involved. The remote desktop comes with a session recording feature which helps maintain a list of activities carried out in a particular session to resolve an issue for future reference. This helps technicians save time and boost employee productivity, which brings about greater user satisfaction.
IT support teams tend to spend a lot of time on low-level repetitive tasks and manually running escalation exercises, which often ends up taking more time than what they would spend on resolving key issues.
With Motadata ServiceOps, support teams can easily recognize problems through automated alerts and provide speedy resolution via its systemic prioritizing process. Since IT teams are able to automate the smaller issues, they can shift focus to critical problems. This translates into lesser, shorter downtime and also mitigates the most significant risks in IT service management – problems turning into permanent system damage.
Smart Ticket Allocation
One of the major bottlenecks in an issue resolution process is technician availability in-line with SLA adherence. Motadata ServiceOps automates the whole ticket allocation process to handle requests efficiently with configurable ticket categories, automatic ticket assignment, SLA tracking, and escalation procedures.
With the smart-ticket allocation feature, any incoming ticket will be automatically assigned to the apt technician based on their experience, availability, priority, and technical capability.
Any incoming request goes through a few basic steps in the resolution process. First, it is analyzed and assigned to the right technician, then it is sent for some approvals, and then there is a scenario testing done to ensure the same issue is not repeated.
Motadata ServiceOps automates these processes with dynamic workflows. With incident workflow automation, rule-based actions can be performed as soon as request hits. Real-time approvals can be obtained through approval workflows designed with endless if/else conditions and AND/OR operators. ServiceOps also facilitates scenario analysis across the system to stress-test and to ensure that the same issue does not surface with scenario automation.
In a nutshell, Motadata ServiceOps is powered by automation which supports technicians in modifying the workflows based on SLAs and strategic requirements.
An integrated ITSM solution is good to start with, but its full potential is only realized if the solution enables customization. Motadata ServiceOps supports easy and codeless customizations throughout the platform to improve business processes for an efficient IT service delivery.
Service Catalog Templates
Different businesses offer different kinds of services to their internal customers i.e. their employees and cataloging all the services that are offered is important for providing a comprehensive picture.
Since no two organizations are the same, ServiceOps provides custom service templates that enable organizations to provide relevant information about their service offerings to their employees by customizing their service catalogs.
Getting the right information at the right time is very critical nowadays. For this reason, ITSM solutions come with built-in dashboards so that IT teams can move past updating spreadsheets all day long and never miss out on the key insights.
Motadata ServiceOps, too, comes with integrated dashboards that present useful, federated data like how teams are performing. The data can be consumed with an interactive graphical interface that has drill-down capabilities and allows cross-sectional analysis. Going a step further, ServiceOps also provides a way for users to customize the dashboards based on requirements with custom KPIs and widget development.
Apart from putting out IT fires, IT teams spend a considerable amount of time making, formatting, and revising reports related to requests and resolutions. With Motadata ServiceOps, reports of all types can be automatically generated, exported, and downloaded in required formats and at requested time-intervals.
Not only that, ServiceOps truly corroborates service analytics by offering custom report generation with user-defined columns and filters. It also enables the scheduling of reports with a custom time range. Furthermore, ServiceOps supports the generation of custom task reports for comprehensive analysis of progress on various undertakings.
A timely notification with all the necessary information can save a ton of time and resources that would otherwise go into taking corrective action. Motadata ServiceOps makes it possible to even customize the content and format of these notifications to bring them in line with the company’s strategy.
Integrating ITSM solutions with third-party apps is usually a complex and vulnerable process. However, Motadata ServiceOps has an open architecture and uses REST APIs for the installation of third-party apps on client remote servers. This immensely simplifies the whole integration process. Besides, ServiceOps ensures security by providing access levels for third-party integrations across servers.
Motadata ServiceOps is a comprehensive ITSM solution platform that will help you increase the productivity of your technicians, make work processes more reliable, and give you strategic insights on potential areas of risk and growth.
You can now try Motadata ServiceOps free for 60 days. For more information, visit Motadata