Incident Management

The need to minimize service disruptions and maintain normal business operations is a major concern for organizations today. Incident management is focused on achieving the best levels of availability and service.

Organizations using ITIL best practices frequently begin by improving their Incident Management processes and incorporating them into other service support processes.

• Manage incidents more effectively
  From incident detection to resolution, provide complete audit trails, user accountability, prioritization, and escalation thresholds to meet your service and availability requirements
• Define Workflow and Process
  Graphical workflow and configurable automation provide organizations the framework they need to create, and maintain, their unique business processes.
• Integrate Incident, Problem, and Change management
  Seamlessly integrate incident management processes with problem management and change management processes
• Share Knowledge
  Integrated knowledgebase for FAQ's, documents, resolution procedures, and other necessary documentation
• Create Knowledge from Data
  Powerful and customizable list reports, trend reports, summary reports and distribution reports
• Improve Service Efficiency
  Provide service agents real time information of customer IT assets to improve service efficiency with AssetWise Discovery
• Collaborate
  Improve communication between service teams, management, and customers throughout the incident resolution process