Deliver Great Service Anytime, Anywhere with the Mobile Analyst App for Cloud Service Management

Enabling your analysts to interact with Cloud Service Management means that your analysts and your organization can deliver great service to your customers with the responsiveness they expect. In our hyper-connected always-on environment people expect information and answers fast, including responses to service requests. That’s why ServiceAide™ just released a new mobile app that gives IT Service Management (ITSM) analysts the ability to manage their queue using mobile devices such as smartphones and tablets. Versions for both iOS and Android are available.

The new analyst mobile app complements our end-user mobile app that gives your end-users self-service access to your service management portal. Self-service drives down the time and costs to create and update tickets, to resolve issues, as well as raises customer satisfaction. We ensure usability of all of our apps by performing user experience testing with the help of our customers. So, our mobile apps, like our in-browser app, are powerful yet simple and easy-to-use resulting in a great mobile experience for ITSM analysts.

Key features of the analyst mobile app include:

  • Manage and filter ticket queues
  • Quickly update tickets
  • Move tickets through the workflow process
  • Search and filter using a set of system filters and the analyst’s personal filters (created using the in-browser app)

Improving Mean Time to Resolution (MTTR) is always a critical success factor, especially for field support technicians who often bill customers based on meeting Service Level Agreements. These challenges are also common with level-1 analysts and managers who are often not at their desk yet need to take quick action on tickets. Analysts can use the app to achieve these critical objectives by effectively managing their queue of requests, incidents, problems and changes, just as they would using the in-browser app.

Key ticket management functions for analysts were designed with input from our customers who identified critical tasks to be performed with a single tap. Analyst efficiency and MTTR are increased by unchaining them from their desktop PC. With the mobile app they can easily manage a ticket through the lifecycle. They can view ticket details and use the action driven workflow to follow your organization’s processes to resolve tickets. The workflow actions are shown to the analyst based on their permission and the state of the ticket exactly the same way as with the in-browser app. Additional time-saving capabilities include actions that can be launched with a tap from the analyst queue including adding a worklog. The app also takes advantage of the camera, making it easy to capture and upload images.

The mobile app for analysts is now available from the App Store for Apple iOS devices and from Google Play for Android devices. Search for ServiceAide to find our apps and please leave us your feedback to let us know how we can improve, as well as any unique ways you use the mobile apps.