Close collaboration through Report Connect Solve (RCS App) for ITIL framework

Modern organisations adapting to Information Technology Infrastructure Library (ITIL) frameworks in order to integrate IT with overall business structure. Therefore, reliability on technology is at a rapid increase as close collaboration among departments with the aid of IT is compelled. Latest version of ITIL 4 focuses on key areas such as customer feedback, where tracing of public perception and customer satisfaction levels is lot more convenient.

ITIL consists with five stages such as service strategy, service design, service transition, service operations and continual service improvements. RCS - the app with its core strength on accomplishment of service operations as it caters directly on to its distinct dimensions – event registration, categorise, prioritise, resolve and close.

The ultimate goal of this stage is to provide value to customer by smooth delivery of the services. This is where RCS app can play the role of providing smooth delivery of services through its features such as lodging an incident, grouping them, tracking the progress of complaints and getting feedback from end users.

Activities of ITIL framework could be well supported by the RCS application.

RCS has two applications which are administrator app and complainer app. In an ITIL environment, the complainer app could be used for the IT service consumers whereas the Administrator app could be used by the IT service providers.

Key highlights

The RCS platform consist with two apps as a part of a single solution. RCS Admin, where the business keeps an eye on the complains and RCS Complainer where the complains can be lodged by the customer. Let us elaborate further.

Admin appp icon

RCS Admin

  • Create multiple facilities
  • Assign admin to each of the facilities
  • Configure types of complaints/entries a user could make against each facility
  • Track complaints & change statuses based on actions taken
  • Provide live comments and feedback
  • Check multiple reports
Admin appp icon

RCS Complainer

  • Subscribe to relevant facilities
  • Make complaints or create tickets with severity levels
  • Live communication with administrator
  • Track status and workflow
  • Provide rating and feedback
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Above mentioned features of RCS application would fit in nicely into the ITIL’s service operation stage

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