A Task is a child record that is attached to nearly any other module in ISM out of the box. It allows techs to retain ownership of the parent record, say a service request, but assign work to other groups at the same time.
Here is an example. A tech is assigned a service request to onboard a new employee, and multiple people will need to work on this request most likely. HR, Procurement, Service Desk, Facilities etc. Good thing is ISM offers a way for different teams to work on one request at the same time. So, HR would get a task to create the new user in their system, Procurement would order and set up their computer, Service Desk would deliver the computer and create a new user in AD, Facilities would make sure the office is ready. Basically spreading the work out so the entire request does not need to keep bouncing between teams and owners. The customer knows they can contact the owner of the request, who can give them an update on the progress of the overall request. And the best thing, the tech no longer needs to hunt down people and figure out where things are. They can quickly open up the request and see the progress of each task.
Things get done more quickly and efficiently using this process, and it’s pretty surprising how overlooked this capability is. To take it another step further you can automate using workflows for tasks to get created when certain events happen. It’s doesn’t have to be a manual process!
This is just another tip on ways to improve the customer and tech experience for your organization. A small, but mighty, step towards optimizing processes!
-Chris Revelia, Consultant