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Optimizing Case Management Workflows in Global Data Center Colocation Services
Universal Journal of Computer Sciences and Communications
| Vol 1, Issue 1
Table 1. Case Management Components Overview
| Component | Description | |
| Incident Management | Handles faults, failures, service disruptions | |
| Service Requests | Handles non-critical customer actions (access, IMAC, etc.) | |
| SLA Framework | Defines response/resolution timelines | |
| Workflow System | Routes, tracks, and manages cases | |
| Knowledge Management | SOPs, documentation, failure databases | |
| Automation | RPA, orchestration, rule-based routing | |
| Metrics & KPIs | Measures efficiency and effectiveness | |