Integration is a common requirement in several of our Inoks’ Projects. Regional implementations in particular, where some countries might be using different ITSM tools to run their business.

I have seen so many Change management processes from many organisations following ITIL, passed audit, attained ISO 20001 but people on the grounds only know “how” the process works, without knowing the actual “why” these processes are in place. ITIL doesn’t specifically list the layers of approvals required, but here’s my recommendation on the core […]

Scenario: Sever is down.  1. Customer cuts an incident ticket reporting server is down, affecting normal operations. This is a critical service and a very important App is down causing all agents not able to calculate insurance policies. Helpdesk created a P1 ticket with SLA of 1hr to resolve.

Ever wondered why you can link a config item to a ticket under the incident form details page. AND there is another field called configuration item in the incident form as well?

Those who have meddled long enough in Remedyforce will understand this blog post by the title. Out of the box, Email templates and workflow triggers are set in the incident object, but when you dig deeper, you will understand that the “notes” that you have added belongs to another object called the “incident history” object!

Those who have meddled long enough in Remedyforce will understand this blog post by the title. Out of the box, salesforce can only audit 20 fields as a limit and not able to monitor freetext field changes.

Business user : I need to have the DB from the CRM customer Database to be in Sync with my Marketing software, updated with their contract number from the Finance System. This should happen every night at 11pm.

Cost of a project (in vendor’s perspective) Recently came across a few sales meeting where the customer needs us to provide professional service and I had a tough time cracking my head on how many man-days to quote. Here’s a simple breakdown on how an incident management process is implemented using Footprints in a customer’s […]

5 Major tips in building a service Catalog: 1. Good user interfaceHaving a well designed user interface will encourage the end-users to try out the portal and find their services there rather than picking up the phone. Footprints, Remedy, Remedyforce, TrackIT all made their self-service page simple to use and we never need to conduct […]

1. LISTEN and do not jump to conclusions Always let the customer finish explaining his issue and take down notes along the way. Customers never like to repeat themselves and it never fails to frustrate the customer when the agent doesn’t understand what he wants or an over-confident agent who wrongly assumes what he is […]