Case management system in IT
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Case management system
Whether you are an internal or external provider of IT services, you need a system to manage all cases and questions that come in from the organization. There may be incidents, problems, questions, orders or changes that need to be followed up, resolved and documented. All to meet the requirements and needs of the business.
What is a case management system?
A case management system is a type of software used by the IT organization to keep track of the cases to be managed. There are a variety of different systems, but most include basic functions such as classifying, recording, prioritizing, and assigning cases to the people responsible for and managing the case.
Case management systems in IT are often referred to as ITSM systems. IT Service Management (ITSM) is a term that describes how customers (business organization) and suppliers (IT) can work together to create, maintain, and improve IT from a service perspective.
One of the main benefits of a case management system is that it helps IT support staff manage their workload more efficiently to meet business and employee expectations. By recording and organizing all tickets in a structured way, you can easily get an overview of which tickets are the highest priority and which can be handled at a later date.
4 points on what a typical case management system contains:
Create new cases:
Users can create new cases by reporting a problem or making a request to IT support.
Case management:
IT support can manage and track tickets from start to finish. This includes assigning tickets to different groups and/or individuals, prioritizing issues, updating status, and closing tickets when the issue is resolved.
Escalation:
If a case is not resolved within a certain timeframe, the case can be automatically escalated to get more attention.
Reports and analysis:
The system can generate both automatic and manual reports on cases for analysis and decision support.
4 points on the benefits of using a case management system:
Increased efficiency:
By using a case management system, IT support can manage cases efficiently, leading to increased productivity and fewer disruptions.
Better communication:
The system provides a centralized place where users can report problems and IT support can answer questions. This improves communication and reduces misunderstandings.
Improved customer experience:
Solving problems quickly and efficiently improves the customer experience.
Better tracking and analysis:
The system provides a detailed log of all cases, which can be used to analyze problem areas and improve IT support over time.
In summary, a case management system is an important part of an IT organization's ability to deliver IT services effectively. Case management systems enable organizations to efficiently manage issues and problems that arise, resulting in increased productivity and a better customer experience.