Powerful business process automation and task orchestration

Service Manager introduces several features to help you standardize and automate processes, and ensure that all the tasks involved in a process happen in the right sequence and in a timely manner.

Business process designer

With our business process designer facility, you can configure even complex operational processes, but shield the people carrying out those processes from the complexities. Our unique task-oriented workflow orchestration drives both manual and automated tasks, streamlining the process of getting work done. The majority of your people won’t need a detailed understanding of the processes they’re involved with.

In this way, Service Manager helps you standardize and automate your business processes. You can define a logical sequence of activities (either manual or automated) as a workflow that can then be repeated reliably every time. The workflow can break the process down into a number of stages.

Progressive capture

Service Manager introduces progressive capture, a simpler way to improve the way you gather the information required to handle incoming requests. When a support analyst answers a call or email, or an end-user initiates self-service, Service Manager presents a series of small forms that collect the relevant information needed in the order required. The information input at each stage is used to ensure that the request is routed to the appropriate resource and resolved as quickly as possible, retaining all of the information gathered in a structured process.

When all the information has been gathered, the new request is created on the system and the relevant business process workflow initiated (if a workflow has been defined). This feature can be tailored to your preferred way of working.

Process visualization

Service Manager gives you a graphical visualization of each process via a heads-up display, which clearly and simply indicates which stage in the process has been reached. Checkpoints are displayed and ticked off when completed as people step through the process.

To see the detailed view showing the status of individual checkpoints, you just hover over the head-up display.