Why is Ticketing Framework important in today’s IT?

The increase in the complexity of IT footprint in most companies has resulted in significant increase in the number of tickets/issues created per day. It is estimated that more than half of the tickets are now created by automated processes and/or are repeat tickets. The cost of processing repeats tickets itself would be Millions of $/months. The current process results in longer Mean-Time-To-Resolve (MTTR) times. The troubleshooting requires manually looking into past ticket work-done logs, resulting in longer MTTR and hence, increased operational cost. Operational delays caused by human intervention can result in loss of service and customer churn.

Companies today are seeking tools to predict customer behavior/actions, to help them prioritize interactions and reduce churn. That’s where iLink’s Ticketing Framework is just the solution you need to stay ahead! iLink’s Ticketing Framework is an open, flexible and scalable solution designed to enable real-time visibility into the current state of operations (through trouble tickets and open issues) for an organization. It also uses Machine Learning to enable “resolution prediction”, “zero touch” ticket closure and automation of downstream processes.

About iLink Ticketing Framework

An intelligent solution, utilizing latest and greatest data processing techniques, to help companies get real-time visibility into their operational (IT, PMO, Sales, etc) health and take necessary remediation steps.

The framework includes streamlined approach to:

  • Data collection & pre-processing
  • Data Visualization
  • Petabyte Scale
  • Self-service BI (Slide & Dice)
  • Model Training, Testing and Deployment
  • Text Analytics
  • Service Oriented and Open standards based (integration with LOB apps)

Industry Focus:

Any industry vertical that uses a ticketing system to track trouble resolution. For Example:

  • Telecom
  • Healthcare
  • Manufacturing
  • Professional Services
  • Finance
  • Public Sector

Features & Benefits:

  • Speed:  Customers can expect quick responses even with less support staff. Accelerate ticket resolution times – reduce Mean Time to Resolution (MTTR) with an 80 to 85% accuracy.
  • Increase Efficiency: The solution is designed to reduce manual human intervention in ticket resolution by keeping each request sorted by customers and rank them by their level of importance or time.
  • Improve customer satisfaction and reduce churn
  • It can help you leverage the cloud – minimal investment to get started
  • Root-cause analysis
  • Slice & Dice capability on the current open/closed tickets
  • Geo-density analysis (to identify regional bottlenecks).
  • Temporal analysis to identify seasonal trends.
  • Open “standards based” data ingestion from various sources:
    • BMC Remedy
    • ServiceNow
    • SFDC
    • Microsoft Dynamics/xRM
    • Others   
  • Role-based access
  • Streamlined downstream processes automation (Example-  Technician Dispatch, SLA Review
  • Analyze tickets with stunning, interactive data visualizations, and live real-time dashboards.


Sample Screenshots

Register with iLink to get a demo on our Frameworks

  • SriramGanapathySriram Ganapathy
    Strategist – Cloud Solutions at Microsoft


    Sriram Ganapathy is a Technical Specialist with Microsoft. He has been with Microsoft for 17+ years and has held a variety of roles including solution sales, technical and partner sales, services, support and consulting. During his tenure at Microsoft, his focus has been on the Microsoft Data platform technologies. Sriram is based in Dallas and is focused on providing technology and solution guidance to customers in the US central region in SQL Server, Azure, Big Data, Advanced Analytics and related technologies. 

  • 4242c2728ednthumbabhi_vantaram

    Abhi Vantaram
    Director, iLink Systems

    Abhi has over ten years of experience working on an array of strategic planning, technology assessment, internet infrastructure, software architecture, development and implementation projects. He has over 6 years of experience in working on Environmental applications including Compliance, EMS, Sustainability, Haz Waste, Haz Mat, Conservation, NEPA, etc. He has worked with several fortune 500 clients, startups and product companies, as well as Federal, State & Local, Global Government. He has managed large teams, developed and delivered multiple enterprise solutions. He is well versed and has experience working with both Java/Oracle and Microsoft based technologies.

  • manigandan-gopalakrishnan

    Manigandan Gopalakrishnan
    Director NE Region, iLink Systems


    Mani has over 20 years of IT experience that spans Solution and Services Sales experience across various verticals such as Financial Services, Communications, Manufacturing, Media and Entertainment, CPG etc. He has worked with iLink for over 6 years, is based out of NJ and currently heads the NE Region Practice for iLink managing Sales and Business Development for NE, Mid Atlantic and some states in North Central, Mid-West and Heartland Districts.

  • ambujbigAmbuj Parihar
    Director – Central region, iLink Systems


    Mr. Parihar, with over 15 years of experience, has overall responsibility for the strategy and business development, including sales and marketing, of the Central region. Mr. Parihar holds a Master degree in Wireless Communication from the University of British Columbia and a Masters of Business Administration degree from Darden School of Business, University of Virginia.


  • leadership-page-piyushprakash Piyush Prakash
    VP – Business Operations & Innovation, iLink Systems

    Piyush is a performance driven technology leader with 16 years of experience in IT, and has overall delivery responsibility for all projects at iLink. He is intrigued by the ways in which technology binds us all, and touches our life (and business) on a daily basis. He enjoys discovering and simplifying the true value, often veiled behind the seemingly complex technology landscape of today. He has worked with several Fortune 500 companies, startups and ISVs to delivery large scale enterprise solutions as well as innovation driven R&D engagements. Personally responsible for iLink’s TCG (Technology Consulting Group) team, he relishes the opportunity to work on cutting-edge technologies, including delivery of various frameworks and accelerators.

    Prior to iLink, he has served in key positions in Infosys Technologies and TATA Interactive Systems. He holds a Bachelors of Technology degree from IIT (ISM) Dhanbad, and Masters in Electrical & Computer Engineering from The University of Texas at Austin.

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