Incident and Problem Management
Overview
Track, organize, research, and manage all incidents and problems with TechExcel ServiceWise. Intuitive user interfaces provide a combined view of incidents and problems so team members can quickly determine the nature of an incident, and if an underlying problem exists.
With TechExcel ServiceWise, team members will be able to perform impact analysis, prioritize the severity, escalate urgent issues, route items to specialists for quicker resolution, and submit necessary change requests if required. TechExcel ServiceWise provides the features that allow IT teams to restore normal service operations quickly when incidents and problems arise.
Benefits
- Restore normal business operations quickly when an incident or problem occurs
- Use IT and support resources more effectively
- Determine root cause of incidents, and submit necessary change requests in a single application
- Automate service activities to ensure consistency
- Publish known errors, workarounds, and other information to knowledge base
- Improve communication between IT, service teams, management and customer throughout incident and problem resolution process
- Analyze incident and problem metrics
Common Activities
- Maintain detailed record of all incidents, problems and activities
- Assess the impact of an incident or problem
- Escalate high priority items and route to team specialist for quicker resolution times
- Maintain a consistent incident and problem resolution process
- Update customer of incident progress with email, automated replies, and web conversations
- Analyze incidents and problems
- Use IT and support resources more effectively
Features
- Incident/Problem Tracking Track all incidents and problems with full audit trail throughout the resolution lifecycle. Each record may contain documents, knowledge-topics, links, email threads, and more for a complete view.
- Workflow Engine Implement your unique incident and problem resolution processes using the easy to use workflow editor. Define a complete process with progress states, transitions, business logic, and field-level data privileges using a simple graphical tool that allows you to create consistent method for handling incidents and problems.
- Customizable Interface Pages and fields are user-defined using a simple GUI tool that allows a complete customization of interfaces and field choices. An out-of-the-box solution is provided that can be completely modified, or, projects may be created from scratch.
- Auto-Routing Route incidents and problems to an appropriate team member, group folder, state or priority depending on your business rules.
- Auto-Escalation Escalate incidents or problems based on a combination of categories and time criteria including: elapsed time, no progress made, open too long, due date approaching/passed.
- Notification - Alerts and Reminders Define notification rules to ensure efficient communication throughout the resolution process. Numerous rules may be configured based on categories, fields, time, data field changes or any combination of any these. A complete thread of all email communication is kept.
- Knowledge View & Document Storage Documents and FAQ's may be stored in the TechExcel knowledge base. Documents may be uploaded or created from document templates to create a uniform style for how-to’s, resolution procedures, or any other necessary documentation.
- Reporting & Analysis Includes complete, out-of-the-box, reporting with list reports, trend reports, summary reports and distribution reports. Each report is easily customizable, and can be saved, on a per-user basis using a simple report configuration page.
