IncidentMonitor™ ITIL Service Desk Software Features

Help Desk and ITIL Software Features for Support

As a support technician there is nothing more frustrating than working with a tool that is inflexible and not user friendly.

You want to:

Find the user you are talking to

Log any issues quickly in order to move on fast

Have clear overviews of open requests

Want to know which requests have priority

IncidentMonitor™provides:

Quick request templates for returning issues

Memorized responses to help you add text with one click of a button

One click resolution of requests

Customizable interface to meet your personal requirements

Customizable overviews, showing the columns you like to see, in the order you like to see them. With handy filters.

Multi-screen overviews

Direct integration to your active directory or any other ldap for easy access to contact details

Multiple overviews to see what is going on: process overview, team overview, personal overview, dashboards

Personal View, Queue View, Team Views, Process Views

Memorized Responses to quickly update your tickets with standard responses

Direct matching to saved tickets to find similar requests.

Direct matching to knowledge base documentation

Direct access from a ticket to the configuration database

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!'