Monitor 24-7 Inc., ITIL Service Desk software.

IncidentMonitor Support

Support is about helping people. Support software is there to help people support other people. Intelligent support software is there to help organizations to help their people to help other people. Sounds difficult, right? But it is not. It is simply what we do!

We use our own software to support any customer anywhere, all over the world, with the support they deserve and they need. It does not matter where our support agent is based, where he is at that moment, and how he or she wants to support that client.

How we do that?

Simple, we use IncidentMonitor! Our support is set up so it finds the right person with the right skills to help you quickly. If that person is in our Headquarters or in our Dutch office, it does not matter. The goal is to get you the right answer quickly. This results in a worldwide support team, where our team members can help each client.

We understand you might not believe this immediately, but we don't really need a huge support team. Most of the questions we get are, 'hey how do I do that again?' New releases are almost bug-free. Of course we cannot avoid all bugs, but because our developers are in direct contact with their users, they think twice before they submit something to a new release; as they are the ones themselves who will feel the fury of a client! Actually our biggest Unique Selling Point - is a small support team!

John Packard, Novartis Pharma - 'IncidentMonitor is an innovative solution for service management processes. It is particularly powerful due to its high level of configurability which enabled it to be fully integrated into our processes and our Intranet. I doubt we could manage without it now.'

Christine Mincy, City of Maryville, TN - 'We manage a network of 1850 PC's and 40 servers. Last year, approximately 2500 calls for service were received. The Incident Monitor system allows us to prioritize calls, organize staff work flow, manage the service process, and ultimately provide a higher level of customer service.'

Jerry Streisel, PotashCorp - 'If you are looking for an ITIL compliant service desk application that is easy to install and use by both the users and the service desk staff, look no further than IncidentMonitor. It has everything you need and is easily customized for your needs, but its most exceptional quality is the outstanding customer support that is provided. '

Peter K. Kardel, CleverDucks - 'Incident Monitor has been the vital infrastructure that has supported the quadrupling of our company. Even though we have grown the depth and breadth of our offering, service higher tier clients and grown our team, Incident Monitor have easily extended to meet our need. The product is very well designed. We seem to only have scratched the surface of what it can do. Our automation team, along with the superb support of Monitor 24-7 Tech Support, continues to impress our production group with the power of Incident Monitor by continually delivering productivity enhancements. Incident Monitor has been an excellent choice for our management system, but the partnership with the Monitor 24-7 team has truly exceeded our expectations!'