From a discrepancy to a completed correction

The process is agreed and the records are in place. Someone nevertheless passes on a phone without reporting it. Or a laptop is issued while its receipt is still unsigned. Building a connection does not make these situations disappear.

Insight starts the follow-up

With Service Automation Suite, you can compare relevant records and surface differences. Examples include an unexpected user, a missing signature or equipment not recorded as returned when someone leaves. You then need to establish what happened and who can assess it.

Not every difference needs an immediate automatic correction. An intentional exception, delayed source or incorrect record requires a different response. Agree which information a decision needs and who makes that decision.

Review through an interactive form

An interactive Service Automation Suite form can bring the relevant information and possible next actions together. The responsible person checks the situation and selects an appropriate correction. The configured workflow can then create a TOPdesk change with activities, for example.

Assessment stays with the appropriate person, while agreed execution need not become another collection of separate administration tasks. Insight connects to work that is actually assigned and carried out.

Turn the decision into a correction

Suppose a laptop has moved to another employee. Following review, its relationship needs updating, a new receipt may need signing in ValidSign, and the document must reach the correct record. The workflow can coordinate those steps and record their outcome.

If equipment is missing, the next step may instead be a task to arrange its return. Correcting a record and physically recovering equipment are different results. Track both.

Check the correction too

A started activity is not a completed solution. Report which actions ran, which document was processed and what still needs attention. Failed processing needs an owner and an appropriate next action.

This makes the approach easier to hand over. A colleague can see what was established, which decision was made and what followed. Reuse the checks and activities for the next discrepancy without obscuring responsibility.

Read more about TOPdesk in your workflow and control and coordination.

Who has what and on what basis

Mesdag focuses on exactly this question: why does someone have access or equipment, which policy applies and who approved an exception? Its customer story describes the relationship between employee information, assignments and execution in TOPdesk. Read about Mesdag’s approach.

See this workflow in a demo

We can demonstrate this approach. Show us where your team retypes information or chases outstanding actions. Together, we can choose a first step that fits your environment.

Arrange a demo

More about this workflow

Explore the next part of the workflow · Read another perspective