Design of workflows targeted to manage service requests according to the relevant type:
- Corrective maintenance
- Operation support
- Evolutive maintenance
Deployment of the ‘Trouble Ticketing’ tool in line with the identified workflows.
Definition of SLAs (Service Level Agreements), to measure the time required to manage requests, considering their type and priority, and to identify the level of service delivered by the Application Management facility.
Implementation of the automatic SLA identification within the ‘Trouble Ticketing’ system and relevant support reporting.