ITIL Enabling Technology for Your IT Service Management
iET ITSM Incident Management
iET ITSM Incident Management provides help desk and service desk staff with an optimal tool for managing their daily tasks.
Your Benefits with iET ITSM Incident Management:
- Simply and quickly solve even complex incidents.
- Reduce erroneous or missed incidents and requests and increase the productivity of your service desk staff.
- Fine-tune priorities, allowing service desk representatives to immediately identify and coordinate the processing of incidents.
- Provide access to contractual Service Level Agreements, so your service desk staff can work with greater focus and effectively secure customer satisfaction.
iET ITSM Incident Management Features and Functionality:- Automatic generation of incidents
Via several channels such as email, telephone, and file output
- Clear representation
With user-defined and formatted queries as well as meaningful dashboards
- Automatic assignments
Based on groups and qualification of staff members
- Automatic notification of events
Notification of upcoming expiration dates of solutions and recovery times as well as the closing of incidents
- Seamless documentation
Comprehensive history as well as integration of knowledge databases and information from problem, change and configuration management
For further information about our Incident Management software please click here.
Benefits
- Higher process performance & first call solution rate
- Less workload for the service desk
- Increased service quality
- Higher customer satisfaction