Incident Management
Powerful Incident Tracking and Resolution
Resolve customer issues more effectively, while lowering service desk costs with this leading-edge service management platform. The foundation of the IT Service Management solution family, Incident Management offers automated processes and reporting to accelerate response times and improve service levels.
Benefits
- Increase customer satisfaction
- Quickly identify IT infrastructure problems
- Minimize the impact of incidents
- Allocate staff more effectively
Features
- Simple, intuitive user interface - Accelerate incident logging and resolution with an easy-to-navigate user interface that puts service desk tasks just a click or two away.
- Automatic, intelligent routing - Automatically route incidents based on category types and priority levels.
- Auto-escalation and notification - Escalate incidents automatically and alert staff when issues are not resolved based on pre-determined business rules.
- Real-time reporting - From a single dashboard, view service desk data across the entire organization.
- Hassle-free, cost-effective maintenance and administration - Focus on your customers, instead of system maintenance, with an exceptionally reliable and easy-to-use administer service desk application.
- Quick-close option - Auto-close incidents based on pre-configured close parameters.
- Anytime, anywhere access - Reduce costs and speed resolution with smart client and Web client compatibility.
- Modular architecture - Use Incident Management on its own or expand its power by easily integrating it with any other FrontRange modules, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure and integration platform.
- Support for industry best practices, regulatory requirements - Enhance your ability to meet internal IT controls, industry best practices and regulatory guidelines with full audit and logging capabilities.
System Requirements
Please note that requirements vary by implementation. Contact your FrontRange representative for more information.
Server and Technical Requirements
1-GHz Intel® Pentium® III processor
1 GB of RAM
500 MB of free hard disk space (recommended)
Microsoft®.NET 1.1
Microsoft Internet Information Services (IIS) server 5.0
Microsoft Internet Explorer 5.5
Server 2000/2003
Database: Microsoft SQL Server™ 2000 SP3
Oracle 9, release 2, driver 9.2.0.5
Client Requirements
Microsoft Windows® 2000 Professional / XP Professional or Home Edition
600-MHz Intel Pentium III processor
512 MB of RAM (recommended)
100 MB of free hard disk space (recommended)
Microsoft .NET 1.1
Microsoft Internet Information Services (IIS) server 5.0
Microsoft Internet Explorer 5.5
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