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NEW (Tools and Technologies (ServiceNow (ServiceNow Analytics,…
NEW
Tools and Technologies
ServiceNow
ServiceNow Analytics
Configuration and Change Management
Incident, SR and Problem Management
myWizard
RPA
Kanban Tools
Test Automation tools
Process Orchestration
Metrics
Mean Time to Resolve - Ticket and aging metrics
Mean time between failures - Improving Reliability
Automation opportunities (based on time and motion studies)
Business KPIs (SLOs)
Methods
Service Reliability Engineering
DevOps
Agile for Application Maintenance
Ways of workings
Ticket classification
Innovation ideas - propogation
Customer experience monitoring
Governance
Knowledge Management