Incident Management

Regardless of the business you are doing, even a small disturbance in service will lead to a frustrating situation to the end users and create significant pressure to your business and the consequences you can understand easily and there is no need to explain much. The problem has to be resolved, and at the same time the pressures must be freed quickly and without any undue impact on other systems and services by which the users no longer prolong their issues unresolved.

Immediate care should be paid to this incident Management because of the following inherent nature of an incident:

  1. The occurrence of an incident may be at anytime and cannot be known in advance.
  2. They develop rapidly.
  3. If unchecked, they may grow in size and complexity.

Organizations are moving to a state of maturity regarding resources and defining/refining their incident management processes to proactive service rather than wait till the incidents occur.

Business Expectation

  • A planned and coordinated program to detect, respond and resolve incidents.
  • The situation has to be restored to its normal state immediately as each business hour is important.
  • Minimize the adverse impact of incidents and problems.
  • There must be an adequate process to handle and resolve unforeseen incidents.

Quick fix to your incident with Easy Manage

Easy Manage Incident Management module, documents each and every incident problem analyses temporary solutions and solution procedures in such a way that it produces usable information for the Incident Management process and the Service Desk.

Calls are immediately logged as an incident with event history, contact information, resolution details and follow up procedures. Each incident will include all relevant information regarding the problem, along with comprehensive updates of the efforts to resolve the problem. The result is a detailed chronology of the problem from start to finish. Upon resolution, an incident is closed after all related information is completed. Following closure, the incident is available as a future reference resource for similar problems.

Salient Features and Benefits:

  • Can standardize the way the organization responds to problems.
  • Minimize the impact of problems affecting data production services.
  • Provide better management information relative to problems.
  • As all the answers to problems are stored in the central repository, a quick view is possible before delivering any solution.