Maintaining a healthy and efficient IT mobile service management environment includes three primary functions: Supporting the Help Desk by managing and resolving Incidents as they arise, identifying problems and appropriate long-term fixes to resolve them, and managing Changes to the environment to minimize disruption to the organization’s operations.
These tasks require the efforts of mobile workers who handle incidents, problems, tasks, and change requests in the field. In support of IT Service Management (ITSM), the Mobile Reach Platform for ITSM provides the following abilities for mobile desktop support personnel:
A Mobile Reach IT service management solution can help you to prevent and resolve issues in a variety of areas, including:
Mobile Reach enables enterprises to align the delivery of IT Service Management with their business needs by providing mobile extensions to ITSM applications to support the organization’s mobile workforce. By utilizing the Mobile Reach Platform, organizations can facilitate ITIL best practices and enhance Help Desk/Service Desk activities, including:
The Splitware Mobility Platform provides a direct integration to your backend application to access Incident and Problem tickets, Asset Records, Change Requests, and Tasks. This provides a two-way communication path allowing your mobile workers the ability to both review and update Incident tickets and update critical Asset information from smartphones, tablets, barcode scanners, RFID devices, etc.
Mobile users have the ability to review and manage Incident tickets from their smartphones, tablets, barcode scanners, or other mobile device. Incident Management mobile use cases include:
Mobile Users have the ability to review and manage Tasks from their smartphones while performing their duties in the field. Task Management mobile use cases include:
Managers have the ability to review and approve requests directly from their smartphones or tablets while on the move. Mobile Change Approvals use cases include: