Incident Management for a Robust HelpDesk / ServiceDesk Solution

Incident Management is designed to facilitate the HelpDesk / ServiceDesk in achieving a consistent, repeatable level of service to the end user community. Integrated into the Incident Management process is IncidentMonitor™'s industrial strength Service Level Management engine which provides a proactive approach to Service Management across all of the ITIL^® compatible, Pink Verified processes. This ensures that your HelpDesk / ServiceDesk ahcieve your service goals - everytime. IncidentMonitor™ facilitates the incident management process by aiding the HelpDesk / ServiceDesk in identifying service and non-urgent requests, as well as determining root cause and resolution according to ITIL^® / ITSM standards.

The goal of Incident Management is to enable the HelpDesk / ServiceDesk to resolve requests quickly and restore working order to the end user community. From Incident Management it is a simple process for the HelpDesk / ServiceDesk to hand-off problem requests to the Problem Management team through IncidentMonitor™'s unique collaboration process - enabling Problem Management and Incident Management to interact while focussing on their core duties without stepping on each others toes (i.e. once the ServiceDesk / HelpDesk has restored service, Incident Management can throw the request over the cubicle to Problem Management; the Incident Management team then focuses strictly on Incidents and Problem Management focuses on the root cause resolution).

What this provides is a single entry point for your organization for any issues / requests. All requests are inbound into the ServiceDesk / HelpDesk. IncidentMonitor™'s robust worflow engine is able to automatically route requests to the correct teams or individuals and enforce sequential or parallel workflows based on the type of request. It's that powerful and that easy - for all of the ITIL^® compatible, Pink Verified processes.