Self-Help Revolution (On Demand)

When it comes to?customer service management for B2B service & software providers, the right technology makes all the difference. And one of the most undervalued and underutilized technology solutions for scaling support is?digital self-service.?

Join Vivantio’s Simon Hartman and Mark Walker in this on-demand webinar and learn how to make the most of your self-service portal, enabling painless growth and higher CSAT scores:?

• B2B customer service issues & impacts?
• The benefit of self-service portals (also called customer portals or web portals)?
• Metrics for measuring success?
• Optimization tips and common mistakes to avoid?
• BONUS: Discover real customer stories from service & software providers about how they are implementing and optimizing self-service portals.

Learn how to make the most of your self-service portal today!

Time To Take Charge

If you’re in charge of managing IT infrastructure, you know how critical it is to minimize disruptions and ensure everything is running efficiently. That’s where problem ticket ITIL and problem management come in – these techniques can revolutionize your approach to resolving IT incidents and ensuring your systems are stable.

Problem management is all about identifying the root cause of incidents and developing a plan to prevent them from happening again. By doing this, you can minimize downtime and ensure your systems are running at peak efficiency. Problem ticket ITIL is an essential tool in this process, helping you track and analyze incidents so you can make informed decisions about how to best address them.

Understanding Problem Ticket ITIL and Incident Management

You might be wondering, what is the relationship between?incident management?and?problem ticket?ITIL? Well,?incident management?is the process of managing incidents with the aim of restoring normal service operations as quickly as possible. On the other hand, problem ticket ITIL involves identifying the?root cause?of one or more incidents, developing a permanent fix, and implementing changes to prevent the?incidents from happening?again.

It’s important to note that?incident and problem management?are interdependent. Incident management focuses on minimizing the impact of incidents while problem management aims to prevent their recurrence. They are both critical components of?service management?and work hand in hand to ensure that IT services are reliable and efficient.

The problem ticket, also known as a?problem record, is the cornerstone of the?problem management process. It is essentially a detailed report of a problem that includes the root cause, symptoms, impact, and potential solutions. Problem tickets are used to initiate the problem management process and keep track of its progress.

The problem management process involves:

By following this process, organizations can minimize the impact of incidents on their IT infrastructure, reduce downtime, and prevent future incidents from occurring.

Read more about our step-by-step guide to creating a problem ticket/record and the problem management process flow. And check out our full FAQ on Problem Management!

No Time to Waste

Have you heard of Time-to-Value?

Time-to-value is the period it takes for a customer to realize the full benefits of a product or service after implementation. In service management, it refers to the time it takes for a service provider to implement a solution and start seeing measurable improvements in performance and efficiency. A shorter time-to-value can significantly enhance ROI by reducing the time required to see benefits from an investment. Quick implementations mean that businesses can start reaping rewards sooner, leading to increased satisfaction, loyalty, and profitability.

Understanding Quick Implementations

Quick implementations refer to the ability of service providers to deploy new solutions rapidly, minimizing the time it takes to start realizing benefits. This agility is crucial in today’s fast-paced business environment, where the ability to adapt and respond quickly can be a significant competitive advantage.

Benefits of Quick Implementations

1. Faster Time-to-Market: Quick implementations allow service providers to bring new products and services to market faster, gaining a competitive edge and capturing market share ahead of slower competitors.
2. Improved Resource Allocation: By rapidly deploying solutions, organizations can free up resources that were previously tied up in lengthy implementation processes, allowing them to focus on strategic initiatives and innovation.
3. Enhanced Customer Satisfaction: Clients benefit from faster access to improved services, leading to increased satisfaction and loyalty. A quicker turnaround can also help meet or exceed customer expectations, reinforcing positive relationships.
4. Reduced Costs: Streamlining the implementation process reduces labor and operational costs associated with prolonged deployments, leading to more efficient use of financial resources.

Read more to discover the steps to integrate automation for measurable impact as well as strategies you can use to maximize Time-to-Value and transform your service management operations. ?

Vivantio Vision is our monthly LinkedIn newsletter where we share tips, trends and helpful information about service management.? Designed for all service teams looking to scale beyond simple ticketing, our highly configurable, no-code, solutions deliver enterprise service management, effortlessly. For a free demo and consultation, visit us here.