We automatically discover and visualize every logged ServiceNow® incident or task process “as-executed”, and then help service desk managers quickly find and eliminate ticketing process bottlenecks, uncover and avoid SLA violations, or zero in on the causes of unnecessary, avoidable tickets.
At the click of a mouse, discover the root cause behind repeated tasks or delays that cost time, money and ultimately lowers customer satisfaction.
Even better, you can define process protocols, monitor them, and alert staff when they deviate to take remedial action in near real time – creating an environment the fosters higher customer satisfaction and continuous improvement.
We’ve done the hard work for you – making it easy to quickly and accurately identify process execution issues, understand what drives them, and promulgate best practices for every fulfiller.
Overview – TimelinePI automatically discovers and visualizes task and incident processes.
Timeline Analysis – A unique and intuitive approach to visualizing IT service management processes.
Process Schema – Automatically detect and display structured or variable service process environments.
Path and Cost Structure – See every process path, and compare side-by-side cost, timing, and identify compliance risks.
Detailed Case Analysis – Display service incidents end-to-end in one screen.
Process Query – A simple drag and drop approach to creating sophisticated, complex search and filtering.
Expose Costs – Uncover unknown opportunities for cost reduction.
Reduce Time- Faster time to benefit for process improvement initiatives.
Customer Satisfaction – Eliminate process behaviors that reduce overall customer satisfaction.
Protocol Analysis – Easily define rules for monitoring process compliance.
Journey Mapping – Understand the time impact of queue based routing workflows.
Cohort Comparison – Benchmark filtered sets side-by-side for insight to best practice.
The TimelinePI connector is available through the ServiceNow® App Store in two versions:
Ask questions about patterns or scenarios that happen in your incident process management. Find the rare and unusual task patterns that you don’t expect to be happening. Build complex queries in a simple drag and drop interface, to solve the questions you have been trying to answer. Use this insight to build new protocols and rules to prevent these events from happening.