IncidentMonitor™ Enterprise

This powerful, flexible and cost effective ITIL service desk software solution does more than automate IT services. IncidentMonitor™ focuses on all service management processes in every department within an organization by providing:

• Robust workflow
• Skills-based routing
• Policy-based service level management
• Service Catalogs
• Integration with other systems (ERP, Accounting, custom developed applications, etc..)
• Integrated Change Management Process
• Integrated CMDB for Asset Management
• Self-Service Portal with a built-in Knowledge Search engine and E-mail management

IncidentMonitor™'s core request management framework approach is unique in its ability to provide a single, robust platform that significantly minimizes development, testing time and maintenance costs while maximizing application features, reducing time-to-market and simplifying administration.

Out-of-the-box you are up and running, within a week, with a fully functional ITIL compatible service desk that supports phone, web and E-mail end user requests, is integrated with your corporate directory and provides a fully functional web based help desk portal.

IncidentMonitor™ is aggressively priced to allow call centers of all sizes to take advantage of its feature rich help desk technology solution. It is completely scalable and can be used for five people just as easily as it can be used for 5,000 people.

Pink Elephant's ITIL^® Service Support Enhanced Certification

IncidentMonitor™ has received the ITIL^® Service Support Enhanced Certification that identifies standards for incident management, problem management, change management, service level and configuration management. The software uses a rules based engine to apply these standards for advanced workflow capabilities.

The diagram below illustrates the overall concept of IncidentMonitor™'s approach to state-of-the-art service management. At the heart of the service management request is the end user (Contact Management). All interaction with your end user community is traceable through this core function. All of the core business processes implemented in an IncidentMonitor™ installation encompass the end user for complete integration of the end user into the life cycle of the request. You can also note that the asset management (CMDB) is a core element of this process, if required. Finally, enveloping your customer management, policy based service management and your implemented business processes, is a service catalog which enables you to publish the service management offerings of your organiization to your end user community.