IncidentMonitor End User Service Desk Software Features

End User ITIL and Help Desk Software Features

IncidentMonitor™ uses a shared service approach. Meaning that you can open the application for your user community exactly the way you want, simply by providing your users a role and a process membership. Users can use their browser to access the application.

You want your user:

To log their own calls

To view the status of open requests

To log requests with one click of a button

To force your users to give you the information you need to fix their issues quickly

To access a knowledge base to find the answers themselves

To run reports if they have the right role in the organization

IncidentMonitor� provides you with:

My IncidentMonitor� allows users to choose their own widgets for their service portal. A flexible service portal accessible via a browser

Service Catalog provides electronic forms to users for offered services. Presenting webforms of your company's services to your user community. Inclusive of your own custom fields, workflow capabilities, costing and reporting

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.

Download and Document section if you want to give your users access to specific documentation and software

Whiteboard / Notifications to convey information to your user community.

Automated notification messages using custom formats that allow you to produce rich HTML message or plain text messages. Send to and receive emails from your users for ticket updates. Service is all about communication!

E-mail access to create requests, update requests and perform knowledge base queries. Windows, Web, E-mail and handheld clients (eg Blackberry, Pocket PC phones, Palm etc.).

And many more...

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!'