Some organizations use specialized software such as help desk and customer service software to manage some services.
Others falls back to using email to keep track of service requests. Both solutions have problems.
Emails are personal. Content and knowledge are not easily shared with other people.
Emails are unstructured. The only fields are from, to, subject, date, priority and body.
The lack of fields makes it hard to collect data, search and apply automation.
Emails lack workflow capability. There is no way to assign a state to
an email and take actions on it based on its state.
Most specialized software products are hard to use, limited in functionality, and expensive.
They also lack true workflow capability.
They don’t let you design different states, actions and action forms for different services.
Different department uses different systems resulting in multiple procurement, training and maintenance expenses.
Different systems don’t provide a unified, consistent and easy to use service website.
The nService Solution
nService provides a state machine workflow engine with states, actions and action forms. A team sets up a service.
Users request it. Technicians take a series of actions on the request by filling out a series of forms.
The actions move a request from start to finish through multiple states.
Requests are centralized. Content and knowledge can be shared with the group and requesters.
Requests are structured. There are many fields such as assigned to, status, resolution due.
They can be used to search and display requests more easily.
Easy to use and rich in features.
Provides true workflow capability. Users take actions to move request between states.
Different services can have different workflow with different forms and actions.
All departments, including IT, customer service, professional service, development, facility management,
accounting and HR, can publish their services on the same website, presenting a unified website
to not only the employees but also to the external customers.
Management can see what is being worked on throughout the entire enterprise.