- Allocate staff more effectively
- Gain support for complex workflows and high-level integration
- Provide high level communications between IT functional units and the end users being supported
ITSM Incident Management Features
- Simple, intuitive user interface Accelerate incident logging and resolution with an easy-to-navigate
incident management 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 Set up the system to automatically escalate incidents based on
predetermined business rules and alert staff when issues are not
resolved
- Real-time reporting View service desk data across the entire organization-from a single dashboard!
- Quick-close incident management option Auto-close incidents based on preconfigured close parameters
- Link Incidents, Problems and Known Errors to critical business services to prioritize resources based on business impact
- Remote support and end user access Reduce costs and speed incident management resolution with smart client and Web client compatibility
- Support for regulatory compliance Address internal IT controls and regulatory guidelines with full audit
and logging capabilities and advanced reporting and analytics
- Big-picture view Easily relate problems to incidents and changes, and quickly associate them with the appropriate resolution.
- Problem board Alert technicians to the status of known issues, easing troubleshooting and assignments
- Support for industry best practices Enhanced support for internal IT controls and industry best practices, such as ITIL, COBIT and ISO.
Benefits
