Service Desk / ITIL^® / ITSM Compatible Process

IncidentMonitor™ has obtained ITIL^® Service Support Enhanced Certification that identifies standards for incident, problem, change, service level and configuration management, IncidentMonitor™ allows organizations to implement and automate a number of ITIL^® compatible processes throughout their organization. Our ITIL^® compatible HelpDesk / Service Desk software enables your organization to automate all ITIL supported processes out-of-the-box fast and easy with a single, unified Service Desk application. From Service Level Management and end-user notifications to automated, single-click authorizations and complex Change Management processes. IncidentMonitor™'s loosely coupled / integrated approach envelopes all of Pink Verified ITIL^® compatible processes into your HelpDesk / ServiceDesk software for a single unified Service Management application - the same application, different service flows and SLA's.

IncidentMonitor™'s ITIL^® compatible, Pink Verified HelpDesk / Service Desk software enables your service organization to interact with ITIL^® compatible, Pink Verified processes using a web browser, Windows client, PDA device, E-mail, Network Management events, XML and COM/.NET interfaces. IncidentMonitor™ provides your HelpDesk / ServiceDesk with the following ITIL^® and extended processes:

• Incident Management - for automated HelpDesk / ServiceDesk integrated with the CMDB (Enterpise Asset Management) and Service Level Management enabling collaboration/integration with Change Management, Problem Management, Known Errors.
• Problem Management - for automated HelpDesk / ServiceDesk integrated with the CMDB (Enterpise Asset Management) and Service Level Management enabling collaboration/integration with Change Management, Incident Management, Known Errors.
• Change Management - for automated ServiceDesk integrated with the CMDB (Enterpise Asset Management) and Service Level Management enabling collaboration/intergration with Problem Management, Incident Management, Known Errors. Supporting all types of change from EQF's to complex project roll-outs.
• Configuration Management - the CMDB is integrated with all HelpDesk / ServiceDesk software modules including graphical impact analysis, automated inventory collection and relationship definitions.
• Service Level Management - integrated within the HelpDesk / ServiceDesk for a comprehensive implementation of SLM across all ITIL^® compatible processes.
• Service Catalogs - integrated within the HelpDesk / ServiceDesk software this is an important and much overlooked ITIL^® process which engages the end user community througout the life cycle of the request; building an electronic rapport with the HelpDesk / ServiceDesk.
• Customer Surveys - integrated within the HelpDesk / ServiceDesk IncidentMonitor™ provides customizable Customer Surveys with comprehenisve reporting.

Out-of-the-box IncidentMonitor™ provides the Pink Verified ITIL^® compatible processes within the ServiceDesk / HelpDesk application. IncidentMonitor™'s open framework allows these ITIL^® compatible processes to be easily re-defined to meet an organization's specific needs and business processes. IncidentMonitor™ also allows you to design any process - from simple workflow to complex parallel workflow with multiple decisions points.

All of this within a single HelpDesk application for a single price.