End-to-end management of service requests
The nlyte® Workflow Module facilitates end-to-end management of service requests. Customers raise service requests from their assigned portfolio of services that can be tailored to meet their specific needs. nlyte® notifies business units or individuals within your organization of outstanding service requests and guides your staff through the tasks required, to fulfill the request. Meanwhile, your customers can track your progress using their personalized workflow views.
Detailed modeling of the service request lifecycle
From the moment a customer raises a request for service to its fulfillment within your business, nlyte® manages the complete service request lifecycle. When you receive a request for service, nlyte® creates a task for each activity defined in the associated process workflow and assigns it an initial status. As tasks are completed, nlyte® controls the progression of your service activities by automatically updating the status of each.
Notification engine drives work and SLA management
The nlyte® notification engine uses these changing task statuses to notify your staff of their next task. Task statuses also drive the notification rules that nlyte® uses to escalate issues to your service managers that might otherwise jeopardize SLAs.
Personalized view of service request/task trees
nlyte® presents personalized views of service activity information to individual users and groups using a tabbed display. The primary Works tab displays a tree structure that you can expand to list the individual tasks within each service request. From here you can display the detailed task screen that nlyte® uses to present operational staff with their individual view of the tasks and the forms they must complete to fulfill each service request.
Flexible, adaptable working environment
nlyte® provides a flexible working environment that you can easily adapt to your specific needs. You can filter information by business group or user, choose to display active, draft or closed requests, and drill down to view the detail of each service request or task.
nlyte® also helps you take account of changing customer requirements and business circumstances throughout the life cycle of each service request. By recording issues against individual tasks, you can suspend progress and indicate to your operational staff any issues that they need to resolve before the task can be completed.
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