Release 12.2 – Service Owners maintain articles – reusing Workflow Modules
The new SavvySuite Release 12.2 is available now. Look forward to numerous new features that will make your daily work much easier and more efficient—including Service Owner, workflow modules, and an AI assistant for users.
NEW for self-service users: Find the right service faster with AI
With the new SavvyAI, users have access to an AI-powered chatbot that helps them search for and order services. Using natural language, users can quickly find the right services, receive targeted queries, and place orders directly from the chat. The added value: Higher user satisfaction and significantly fewer queries to the help desk.
Example:
A user is looking for the right entitlements for new work orders. The AI assistant helps finding them quickly, compare, and directly order suitable services.
NEW: service owner – more responsibility, more control
Assign one or more service owners to specific service classes. In the future, they will be able to maintain their services via a web interface in the Business Configuration Manager and manage defined properties themselves.
You determine which properties a service owner is allowed to edit, thereby reducing the operational workload and protecting the integrity of your catalog at the same time.
Example:
A service owner can adjust descriptions, images, and search criteria, but cannot change technical dependencies for provisioning.
For workflow configurators: Enhanced workflow engine
With the new workflow modules, you can create and maintain workflows even more efficiently. Modules can be reused in multiple workflows, changes are made centrally and automatically affect all related processes. This leads to greater reusability, lower maintenance costs, and more stable workflows.
Example:
A module for sending emails as part of service delivery is defined once and used in multiple workflows. Adjustments are made centrally in one place.
For business operators: Act faster for many recipients
Edit entitlements and equipment even more efficiently. Orders and terminations can be made simultaneously for multiple people and across multiple accounts. In addition, business operators get a comprehensive overview of the equipment of entire companies.
Example:
Assign multiple entitlements to an entire department in a single operation or revoke a specific permission for a larger group of people.
For catalog managers: Flexible organization
Structure your service catalog even more efficiently. Article groups can now be copied or combined, saving time and improving clarity.
Example:
Duplicate an existing article group and customize it without having to recreate it.
For provision workers: Transparent work order management
Escalation information is visible directly in the list and detail view. Work orders are updated immediately after processing.
Example:
Work orders with upcoming escalations are highlighted, making them easier to prioritize.
For interface users: More powerful REST API
Use advanced filter options based on fixed and dynamic properties and relationships. Access is provided via the index server for high performance.
Example:
Complex filter combinations enable precise queries for specific order items.
