Overview & Challenge
When an incident happens, the first thing that you do is report the incident and then an entire process of incident management happens. If this process isn’t automated then it might be a huge problem for its management. One of the biggest bank corporations in North Macedonia had the problem of reporting incidents. They had an old system with outdated functionalities half of which didn’t work properly. As a replacement, whenever an incident occurred, the employees either called or wrote an email to the responsible person in order to report the incident.
The client’s IT team needs to speed up service delivery and collaboration. The solution that we implemented as a custom process provides a quick and easy way of reporting different types of requests like incident, change requests, problem management, and more.