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Incident Management
SLAM | Service Management | Data Intelligence| End User Computing |EATS
ITSM Incident Management provides help desk and service desk staff with an optimal tool for managing their daily tasks.
Benefits include the ability to:
- Simply and quickly solve even complex incidents.
- Reduce erroneous or missed incidents and requests and increase the productivity of your service desk staff.
- Fine-tune priorities, allowing service desk representatives to immediately identify and coordinate the processing of incidents.
- Provide access to contractual Service Level Agreements, so your service desk staff can work with greater focus and effectively secure customer satisfaction.
Features and Functionality include:
- Automatic generation of incidents
Via several channels such as email, telephone, and file output
- Clear representation
With user-defined and formatted queries as well as meaningful dashboards
- Automatic assignments
Based on groups and qualification of staff members
- Automatic notification of events
Notification of upcoming expiration dates of solutions and recovery times as well as the closing of incidents
- Seamless documentation
Comprehensive history as well as integration of knowledge databases and information from problem, change and configuration management
Please register with us for additional information.
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