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Clientele ITSM Home ::
Incident Management ::
Problem Management ::
Change Management
Configuration Management ::
Service Level Management
Incident Management
Objectives:
To provide continuity to the customer by restoring services as quickly as possible, accessibility of the Service Desk for all users, and acceptability of its services.
Results:
- Reduce costs
- Make technology users more productive
Key Features:
- Complete incident history
- An open incident can have any number of events
- Search knowledge base
- Classify incidents
- Relate incidents to persons and assets
- Case routing/Queue management
- Collect and share customer notes and feedback
- Route incidents to second line or specialists
- Escalation of incidents based on service levels
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