ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) provides you a four level hierarchy to enable categorization (CCTIs). Categorization speeds up the process of recording information and resolving issues. For example, a user selects a relevant categorization while reporting an issue with the printer. When the ticket has an associated categorization and the analyst searches for the related KB articles for a ticket resolution, the search process automatically picks the articles with the related categorization. This action helps the analyst in resolving the issue quickly. The hierarchy includes the following levels:
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Service View For more information see, Create and Edit Services.
Asset Model For more information see, Manage Models.
CIs For more information see, Create and Manage Configuration Items.
Service Catalog Matching Crietria For more information see, Create Service Catalog Item.
KB Articles For more information see, Create and Manage Knowledgebase Articles.
Process Workflow For more information see, How to Design New Process Flow.
SLA Target Matching Criteria For more information see, Create and Manage SLAs