Connect IT Service Teams with Software Development Teams
The seamless integration between TechExcel ServiceWise and DevTrack allows IT service teams and software development teams to collaborate more effectively on critical issues and change requests. The integration makes it easy to escalate issues and change requests from the help desk or IT service team to the software development team when necessary. As various teams perform work on the issue, all interested parties are informed by email or by automatic updates to issue status.
The integration also allows for a controlled escalation of IT service issues to the software development team. Advanced workflows and business processes can be created for each team to ensure proper actions are taken prior to escalating or requesting resources from another team. Once an issue is escalated, team members have complete visibility and may collaborate easily on the issue and tasks.
Team members may easily see release schedules, issue categorization, issue prioritization, and documentation related to the bug, change request, or feature. The TechExcel self-service portal further streamlines communication by allowing customers to submit service requests and also view any software development status updates and target release dates directly from the portal.
IT Service and Software Development Integration Benefits
- Bridge communication gaps between teams
- Automate processes between help desk, IT service management, and internal software development.
- Issue, feature, and change request tracking throughout the lifecycle--from submission to user acceptance
- Define workflows and control escalation procedures
- Standardize on quality metrics
- Continual process improvement
