Unifii’s Workload Management app helps operational teams to effectively manage and progress cases from submission through to fulfilment, using an automated workflow. The solution is extensible for any business department, back office function or team to take unstructured processes and put them into a coherent, ordered way of working. This application targets processes outside the scope of the standard ITSM and CSM processes

Example use cases for this app include:

- Unstructured email requests for data fixes are placed into structured data quality case enabling teams to document where the data quality issue is and the needed correction
- Finance departments receiving and processing supplier onboarding requests or queries on invoices for accounts payable
- Legal departments being asked to review contracts or NDAs with customers and suppliers

The app adds value to your business in providing automation, heightened transparency, and more consistent management of your cases. This will drive a company-wide increase in productivity and improved communication between front and back office teams.

This app is aimed to work for any business, big or small, who are struggling with unstructured processes.

The Workload Management application enables the full process to support the lifecycle of queries and issues operational business teams face, from submission to completion. This application targets processes outside the scope of the standard ITSM and CSM processes. The process is supported by a knowledge base to ensure accurate and effective business solutions. The application also features a dedicated service portal and service catalog for users to easily submit requests to business teams.

The application is made up of the following capabilities:

- Workload Management - Allows the management and completed of End User requests and queries in a structured manner. Items and Tasks are created against different workload item types which follow a defined lifecycle to complete the item
- Automated assignment - Item assignment to automatically route items and tasks to the most appropriate teams to provide resolution
- Dynamic Data Model - Workflow and process flexibility by data driving the ability to generate approvals and tasks depending on the workload type selected
- Workload Service Portal and Knowledge base – A front-end portal for users to submit and track workload items. This portal includes a knowledge base to support End User queries
- Security Model - Role and Service based security model which only allows Users to view the authorised workload item types based on the configured definitions
- Federated Management - Delegated management to business teams to avoid the need for existing platform management teams to provide ongoing maintenance