Download e-book for kindle: Application Management: Challenges – Service Creation – by Frank Keuper, Christian Oecking, Andreas Degenhardt, Anjali

By Frank Keuper, Christian Oecking, Andreas Degenhardt, Anjali Arya, Markus Böhm, Bhaswar Bose, Laurent Cerveau, Petra Endholz, Freddie Geier, Maximo Romero Krause, Helmut Krcmar, Stefanie Leimeister, Irvathraya Madhukar, Benedikt Martens, Christoph Riedl, B

ISBN-10: 3834916676

ISBN-13: 9783834916679

A couple of eminent authors look at points of software administration from a number of functional and theoretical views and current attainable options for present demanding situations, demonstrating the shut hyperlinks among carrier production and repair management.

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Extra resources for Application Management: Challenges – Service Creation – Strategies

Sample text

To this end, SIEMENS IT SOLUTIONS AND SERVICES uses a standard process worldwide which is based on the experiences gathered by expert groups and which has been placed in a central repository for reference. Staff receive appropriate training in webinars and case studies are used to simulate real situations. When generated, incident resolution tickets are forwarded directly to the available experts in each case. This process is subject to continual service improvement. error characteristics: error ticket error correction analysis ¾ assembly line A ¾ program affected: SN01223434 ¾ program error at event 12-2 ¾ sites affected: Assembly lines B, C correlation with past errors: ¾ similar to 240 errors (60 % similiraty) ¾ highly similar to 40 errors (90 % similarity) investigation problem resolution adaptation of program for easier usability training employees problem resolved Figure 4: 55 56 Example of ITIL-based standardization of an incident resolution process56 For a detailed description cf.

The toolset should also include a performance management tool such as the Verint tool from Siemens IT Solutions and Services. This makes it possible to automatically measure how long it takes to resolve a problem. It shows ¾ whether a solution to the problem was found without using the knowledge database, ¾ how often existing solution suggestions were used to resolve problems, ¾ which knowledge assets were used by support staff in the customer service organization to resolve the problem, ¾ which knowledge assets were used which did not have anything to do with the eventual problem resolution, ¾ how high the first solution rate is, and ¾ how often a ticket was opened and closed without resolving a problem, only to be subsequently opened again.

The added value for the end customer is above all clear when the knowledge assets are linked to the ticketing tool, which in turn significantly cuts customer inquiry resolution times. The toolset should also include a performance management tool such as the Verint tool from Siemens IT Solutions and Services. This makes it possible to automatically measure how long it takes to resolve a problem. It shows ¾ whether a solution to the problem was found without using the knowledge database, ¾ how often existing solution suggestions were used to resolve problems, ¾ which knowledge assets were used by support staff in the customer service organization to resolve the problem, ¾ which knowledge assets were used which did not have anything to do with the eventual problem resolution, ¾ how high the first solution rate is, and ¾ how often a ticket was opened and closed without resolving a problem, only to be subsequently opened again.

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Application Management: Challenges – Service Creation – Strategies by Frank Keuper, Christian Oecking, Andreas Degenhardt, Anjali Arya, Markus Böhm, Bhaswar Bose, Laurent Cerveau, Petra Endholz, Freddie Geier, Maximo Romero Krause, Helmut Krcmar, Stefanie Leimeister, Irvathraya Madhukar, Benedikt Martens, Christoph Riedl, B


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