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Service request and catalog management use cases: - Defining scope of service, cost reduction, and customer satisfaction
- Providing self-service options for business users to initiate service requests through the Service Catalog
- Running fulfillment process
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Standardize, consolidate, simplify, and optimize Service Desk (Incident Management and Problem Management) use cases: - Resolving an incident with the first call
- Resolving an incident with assignment to a specialist
- Resolving an incident with an emergency change request
- Resolving a problem with or without a change request
- Resolving a problem investigation by using a change request rollback
- Initiating and resolving incident requests
- Indicating a problem investigation that is stalled
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Change and Release Management use cases: - Minimizing impact of changes, managing volume and demand
- Performing a standard change
- Performing changes that require approval
- Releasing a new software program
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Asset Management use cases: - Setting up the software contracts and certificates
- Managing service assets from initial procurement to retirement, handling cost, improving utilization, and ensuring compliance
- Making sure that scheduled changes to CIs do not impact business services
- Monitoring software usage and service asset lifecycle
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Knowledge Management use cases: - Creating, storing, publishing, reviewing, and searching IT knowledge articles
- Providing knowledge for self-service
- Providing knowledge-centered support (KCS)
- Resolving tickets with the help of knowledge articles
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Service Level Management use cases: - Ensuring timely service responses
- Planning agreements and creating contracts
- Defining the service target
- Creating business time, review periods, and measurement criteria templates
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Automating service management use cases: - Automatically categorizing tickets
- Automatically applying ticket templates
- Automatically sending responses to business user emails
- Recommending risk levels for change requests
- Recommending root cause for problem investigation
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Automating service management use cases by using AI Service Management capabilities: - Automatically responding to inbound emails
- Identifying problems proactively
- Identifying and tracking multiple incidents for the same issue
- Detecting major incidents
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Automating custom use cases: - Updating a specific field value
- Reopening a closed incident
- Closing an open incident
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