Incident Management
ITIL Service Management
According to ITIL, the goal of Incident Management is to restore normal service as quickly as possible, while minimizing any adverse impact on business operations.
infraEnterprise's extensive Incident Management capabilities empower IT to:
- Resolve service disruptions faster, thus reducing their impact on business
- Achieve cost efficiencies and improve resource management
- Increase customer satisfaction through reduced resolution times and a more systematic approach to Incident prioritization
- Ensure the focus of the Service Desk is on service management and customer satisfaction.
Intelligent call handling empowers the user to automate key aspects of call management, including priority determination, assignment and routing, notifications to key stakeholders and groups of interested parties who may be able to expedite call resolution (via email and SMS) - all based on data captured within the call. infraEnterprise's comprehensive call handling capabilities can even generate calls based on network issues identified by network management tools.
Every Service Desk Manager needs full and rapid visibility of call activity, in order to respond to issues in a timely manner and make the most effective use of resources. infraEnterprise's dashboards provide real-time graphing to track activity. Users have complete control over selection criteria so that they can configure the data displayed to meet their individual requirements.
Allowing customers the opportunity to resolve their own issues without the need to contact the Service Desk provides significant costs savings and improves customer satisfaction. The infraEnterprise Customer Portal provides customers with access to solution scripts and a wealth of information in the infraEnterprise Knowledge Bank. If the customer cannot find the answer to their issue from these sources, they can seamlessly log a call to the Service Desk, passing along any actions completed so far without needing to type a single word. Customers can then track the progress of their Incident and provide updates to the Service Desk through the Customer Portal.
Support for Major Incidents
Significant and high volume issues can rapidly be identified using the infraEnterprise Dashboard. Once identified, a Major Incident can be logged with relationships established for all Incidents relating to the issue. This allows for a single point of control and management with workaround and closure activity cascaded to child Incidents, eliminating the need for double handling.
Relationship with other processes
The Incident lifecycle, through Incident, Problem, Known Error and Change, is fully supported. The relationship phases can be viewed graphically, with key data transferred between phases.
Incident Management in infraEnterprise is fully integrated with the CMDB, allowing the officer to access critical configuration data in order to troubleshoot and resolve issues. Out-of-the-box integration with network discovery tools allows CMDB records to be updated in real-time, giving the officer the most up to date information. infraEnterprise features a CMDB linking diagram, which depicts relationships and dependencies graphically. It also provides fault finding analysis and outage simulations within the diagram.
Service level commitments are monitored and enforced by infraEnterprise Incident Management. Key stakeholders are notified of calls threatening to breach commitments, with color indicators apparent throughout various call views to ensure the current compliance state of the call is understood.
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