Prioritization

Prioritization

The prioritization of Resolution notes/Incidents/SRs is defined at three levels of granularity. In situations where there are multiple Resolution notes/Incidents/SRs present, the system flags the highest prioritized ones for the records. It is important to note that although multiple Resolution notes/Incidents/SRs may be reflected in the output log file, the system prioritizes the most significant ones.

Note: To obtain access to this cloud-based LA tool, please reach out to your course administrator.

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Next Steps:

Comparison with Automation Success Report

Upon completing the Automation Success Report and ITSM logs analysis for the same period, it is recommended to prepare a customer success report that generally encompasses the following:

The success of implemented automation.

New possible automation opportunities.

Adoption issues concerning existing automation.

Although most of these points have been covered in previous modules, the adoption issue of existing automation possesses a unique characteristic that has yet to be discussed – “New Tickets in ITSM for existing solutions”.

For context, let us assume that a self-help solution for “Notepad++ Installation” has already been automated, and according to the Automation Success Report, it was used 58 times during the same time-period as the ITSM logs, but ITSM logs analysis indicates that 200+ Service Requests (SRs) were submitted by end-users for the same.

This discrepancy suggests an adoption issue and highlights the fact that users may not be aware of the Anakage tool at their disposal. It is therefore necessary to communicate this concern to the appropriate teams and take the necessary actions.

Here are some possible remedies for the above issue:

Provide incentives to help desk engineers for utilizing “Remote Solution Firing” to handle such issues.

Incorporate “NLP based Auto Solution Firing from ITSM” as part of the continuous improvement process, if possible