The increase in the complexity of IT footprint in most companies has resulted in significant increase in the number of tickets/issues (Ticketing Systems) created per day. It is estimated that more than half of the tickets are now created by automated processes and/or are repeat tickets. The cost of processing repeats tickets itself would be Millions of $/months. The current process results in longer Mean-Time-To-Resolve (MTTR) times. The troubleshooting requires manually looking into past ticket work-done logs, resulting in longer MTTR and hence, increased operational cost. Operational delays caused by human intervention can result in loss of service and customer churn.
Companies today are seeking tools to predict customer behavior/actions, to help them prioritize interactions and reduce churn. That’s where iLink’s Ticketing Systems Framework is just the solution you need to stay ahead! iLink’s Ticketing Framework is an open, flexible and scalable solution designed to enable real-time visibility into the current state of operations (through trouble tickets and open issues) for an organization. It also uses Machine Learning to enable “resolution prediction”, “zero touch” ticket closure and automation of downstream processes.