IncidentMonitor™ Incident Management Software

The purpose of Incident Management Software is tor record any issue that affects the normal service operation. Goal of incident management is to restore the normal operation as soon as possible. The easier the incident magement software works the more likely it is that support agents can find solutions to quickly solve the issue.

IncidentMonitor™ Incident Management Software

Many of our customers worldwide use IncidentMonitor™ Incident Management software process to support their organization. Some use the out of the box PinkVERIFIED application, others have adapted our incident management process to support their company's procedures. All benefit from the full integration to all ITIL® and non-ITIL® processes.

Monitor 24-7 empowers organizations by providing:

• Multi channels to log requests using:
• Email,
• Web self service portal,
• Monitoring tools,
• Mobile devices,
• Service desk agent browser or windows interface
• Community based Social IT
• Integrated Chat
One of the issues many service desks grapple with is the management of out-of-band information. IncidentMonitor Incident Management Software, through its multi-channel approach, enables the capturing and management of this data without any effort!!



• Help desk agents can view a complete incident management history of the contact's and company's request history, across ALL ITIL® processes.
• One Click incident management forms and memorized responses to allow the agent to quick and easily categorize, submit and update the incident.
• Incident Management Service Catalogue forms to capture required data from your users at incident submission
• Unlimited use of work flows to support any kind of incident
• Advanced incident management OLAs, SLAs and routing to ensure the incident is efficiently managed over its life cycle.
• Full integration to all ITIL® processes. For example, Configuration Items (CIs) can be easily linked to the Incident management process and the agent can perform an impact analysis from the incident using a graphical view of the infrastructure. The incident can initiate a problem or change requests with full bi-directional communication between the incident/problem and incident/change.
• Easy access to all incident updates to aid in resolution and reporting.

Incident Management will support your requirements to ensure that service will be quickly restored to the contact.

Some features of the out of the box Incident Management Software process

• Incidents can be submitted via email, web portal, manually by the Service Desk agent or infrastructure monitoring system.
• Related Known Errors or Problems can be searched using a natural language query. Related Known Errors or Problems can be linked to the incident.
• Out of box work flows, which are easily configured to support any customer specific requirements. Supports any combination of serial, parallel or ad hoc work flows.
• Integrated skills based routing to ensure the appropriate individual or group is assigned and notified of the request.
• End user access to view the status of incidents.
• Out of the box and configurable escalations and notifications.
• Out of box interactive and scheduled reports. Customer-specific reports can also be easily created.
• Fully integrated with Incident, Problem, Knowledge, Change, CMDB and Service Level Management.
• Integrated customer surveys.