IncidentMonitor™ ITIL Service Desk Software Features.

IncidentMonitor™Help Desk and ITIL Software Features

The following sections outline the different features of IncidentMonitor™ organized into various areas of interest.

Licensing

Platform / Architecture

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Single platform to develop, test and maintain – reduces cost significantly and allows very fast product development.
Open architecture interacts with other products and platforms using standards based technologies eg COM, XML, .NET.
100% Web Based for all functionality.
Full Windows client for high end Call Centers or power users.
Advanced automation for authorizations, approvals, alerts, and dynamic field changes.
Enterprise class solution for implementing service management across the entire enterprise.
Scalable, flexible, extensible for implementing hundreds of users to hundreds of thousands of users.
Global application supports people around the world in different languages.
Unlimited file attachments for any size and type of documents.
Multi-channel support for Windows, browser, E-mail and wireless handheld devices.

Processes / Compliance / Workflow (ITIL / SOX)

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SOX compliance through automated workflow for complete transaction journal and audit trail.
IT Infrastructure Library (ITIL^®) PinkVerify Enhanced Level Service Support certified.
ITIL^® compatible processes to allow modelling of your own ITIL^® process within the IncidentMonitor™ framework.
Define any workflow process through simple design workflow painter window.
Advanced workflow processes using serial and parallel designs with event scripting.

Service Management

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Service level rules for complete service management policies based on service hours and service types.
Supports multiple business units while controlling access to each area.
Multiple time zone support to handle clients around the world.
Service Level Agreements for operational support compliance measuring.
Network Management create requests, whiteboard alerts or both via network management events. Read more>>>
Network Management supports most products and even supports network management events through E-mail.
Categorization supports 6 levels for maximum flexibility.
Service Matrix defines policies for managing all service requests in association with business objectives.
End to end service management for automating any business process.
Service queue management allows users to see where their service request is in the service queue to manage delivery expectations.

End User / Self Help

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Service Catalog provides electronic forms to users for offered services.
Windows, Web, E-mail and handheld clients (eg Blackberry, Pocket PC phones, Palm etc.).
Self Service Knowledge Base can index off the shelf content or index your own documents.
Security Controlled Knowledge Base limits access to content based on security.
E-mail access to create requests, update requests and perform knowledge base queries.
Whiteboard / Notifications to convey information to your user community.
Service portal for access to all performance metrics of your choosing.
My IncidentMonitor™ allows users to choose their own widgets for their service portal.
Automated notification messages using custom formats that allow you to produce rich HTML message or plain text messages.

Resource Management

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Skills Based Routing for automating the assignment of subject matter experts.
Design Your Own Team structures for service management in skills based routing.
Supports multiple queues at any level simultaneously.
Supports dynamic load balancing for distributing workload across resources and teams.
Queues and load balancing can be used simultaneously for optimum service management.
Multi-channel support for Windows, browser, E-mail and wireless handheld devices.
Locale and time zone settings to allow each individual work in their own time zone and language.

Asset Management / Configuration DB (CMDB)

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Track any asset from PCs, phones, desks, chairs, software etc. Completely extensible and comes with 60 different types out of the box.
Asset Financials tracking for all aspects of purchasing, leasing, maintenance and depreciation schedules by asset locations.
Location Management allows you to allocate and track assets by country, state/province, region, city, building, floor and room.
Asset Domains allows you to isolate different pools of assets to different users based on security.
Asset Topology so you can layout and see your environment as a picture.
Visual impact analysis shows what assets are impacted by a failure of a given asset.
Bar code and RFID support for physical asset inventorying.

Performance Management	..Top
Management Dashboards for real time performance metrics of all service management issues. Read more >>> Drill Down Dashboards for drilling down to the detailed information. Time and billing tracking of all actions performed throughout the service lifecycle. Performance monitoring of key performance indicators. System monitoring for resource dynamic load balancing of workload.

Reporting / Metrics

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Advanced reporting tool featuring 85 report templates and dashboards, as well as a Query By Example (QBE) tool for personal and published reporting.
Report Scheduling and Delivery to handle running scheduled reports and publishing or delivering them to users.
Extensible Reporting Engine to add any reports by simply registering the report.
Data Access through standard system data views.
Component Object Model (COM) objects can be leveraged in other applications for tailored, interactive reports.

Flexibility / Customization / Automation / Integration

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Unlimited User Defined Fields on any request, asset, contact or company.
Define your own activities allows you to tailor the system to your terminology.
External Data from other systems can be used in the user defined fields.
Collaboration between projects is fully automated.
Snap-Ins allow you to add your own custom controls on companies, contacts, requests or assets in addition to the menu system.
Synchronous/Asynchronous scripting can be added to tasks to support before/after events that allow you to add your own custom logic that participates with IncidentMonitor™ transactions.
Service Rules can use asynchronous scripting for extra flexibility and custom operations.
Security Controlled Custom Menus allows you to add custom windows using security controlled access.
XML interchange for communicating with other systems as part of the core transactions.
Component Object Model (COM) objects can be leveraged in event logic and other applications for tailored, interactive fuctionality.

Security

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Single Sign On using Active Directory, LDAP, eDirectory and NetWare NDS Support allowing users to be authenticated via other directory systems.
Dynamic Contact Synchronization to any directory system such as Active Directory, LDAP, eDirectory and NetWare NDS.
Flexible Role Based Security allows all apects of the system to be enabled/disabled for the user.
Password aging and complexity rules to age out passwords and enforce complexity rules.
Security Role Delegation allows you to control who can assign other users to security roles.

Licensing	..Top
Unlimited Contacts Supported at no cost. Pay Per Use Billings can support pay per use service based on number of calls, time or both. Only Resources (who aren't a consumer of your service) need a license. Fixed and Concurrent Licenses for resources that allow you to minimize the cost based on the person's function. License Pools to allow the sharing of concurrent licenses.

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!'