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Incident Management
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Module List:
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Incident Management facilitates restoration of abnormal operation of an IT Service, as early as possible, as agreed in the Service Level Agreement, by reducing the impact of possible disturbance to the business. Incidents can be failures, questions or queries from users. SMART Suite IT Helpdesk allows recording of all incidents, with proper classification and consistent call logging and resolution processes. Using pre-defined templates, users can quickly report incidents in an effective manner.
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SMART Suite Incident Management process consists of following :
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- Fast Logging of Incident
- Automatic classification & prioritizing
- Auto Rule based Assignment to Associate
- Auto Escalation if SLA is breached
- Resolution from Associate
- Customer Acceptance
- Closing the Incident with reason code
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Establish Relationship with other ITIL® Processes
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SMART Suite Incident Management module supports integration with System Asset and Configuration module, which provides critical real-time Hardware & Software configuration data to the Help Desk Associates, in order facilitate troubleshooting and resolution process. Service level targets are monitored and enforced by the SMART Suite Workflow engine, which generates alerts to the stakeholders. Incidents, Problems & Change Request are linked using the Process Relations.
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This module will offer you the following benefits :
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- Unified call logging and resolution mechanism for geographically diversified locations.
- Use ITIL best practices for IT Service improvements.
- Reduce costs through faster resolution times and improved first contact closure rate using knowledge base.
- Build a Service Catalogue with Service Levels agreed as per business needs.
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Incident Management Key Features :
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- Allows creation, modification and closure of Incident records.
- Provides ability to input free text & attach multiple files for the recording of Incident descriptions and resolution activities.
- Automates the rapid classification and recording of Incidents using templates.
- Assign priority, business impact, and urgency indicators to Incident records.
- Facilitates the monitoring and tracking of Incidents.
- Supports the automated routing (alerting) of Incidents to selected support staff or groups.
- Customizable thresholds for automated escalation.
- Has Ability to clone incidents.
- Allows grouping of duplicate/similar incidents using parent child relationship.
- Can create new Tasks/Work orders from within an incident.
- Can record time spend on activities, tasks & incidents.
- Can record Service Cost for each incident.
- Provides management reports from historical Incident records.
- Facilitates the analysis of Incident and call data to identify trends.
- Able to generate reports on outstanding (unresolved – open and overdue) Incidents.
- Allows closure of Incidents by utilizing customizable Incident closure codes.
- Provides simple and advanced search capabilities.
- Maintain the ITIL process relationships between Incident, Known Error, and Problem records.
- Tool facilitates the closure of all Incidents when the associated Problem or Known Error is resolved.
- Facilitates secure and controlled access to the Configuration Management Database to navigate, modify and extract Configuration Items & Incident related information.
- Allows notification & assignment of high priority Incidents to multiple associates (Support Groups).
- Facilitate the dissemination of information/news to the user community.
- Provides Interface that allows users to check the status of requests, frequently asked questions or view outage information.
- Facilitates the automatic escalation of Incidents based on affected users and pre-determined time intervals.
- Facilitate the use of knowledge and or support check lists for Incident diagnosis and resolution.
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