IncidentMonitor™ Incident Management Software

Incident Management Objective according to ITIL® Service Operation - SO 4.2.1: "To restore normal service operation as quickly as possible and minimize the adverse impact on business operations thus ensuring that the best possible service quality and availability are maintained."

IncidentMonitor™ Incident Management

Many of our customers worldwide use IncidentMonitor™ Incident Management process to support their organization. Some use the out of the box PinkVerified application others have adapted our process within a few clicks to meet 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 receive requests such as:
  • Email,
  • Web self service portal,
  • Monitoring tools
  • Smart phone or Blackberry
  • Help desk agent web or windows interface
• Help desk agents can view a complete history of the contact’s and company’s request history, across ALL ITIL processes.
• One Click forms and memorized responses to allow the agent to quick and easily categorize, submit and update the incident.
• Service Catalogue forms to capture required data from your users at incident submission
• Unlimited use of workflows to support any kind of incident
• Advanced OLAs, SLAs and routing to ensure the incident is efficiently managed over its lifecycle.
• Full integration to all ITIL processes. For example, Configuration Items (CIs) can be easily linked to the Incident and the agent can perform an impact analysis from the incident using a graphical view of the infrastructure. The incident can create and be linked to request, problem or change requests with full bi-directional communication.
• Easy access to all ticket 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 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/ Select Known Errors or Problems can be linked to the incident.
• Out of box workflows, which are easily configured to support any customer specific requirements. Supports any combination of serial, parallel or ad hoc workflows.
• 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.