Incident Management Support

• Flexible mapping of Incident-Management workflows, service processes and structures
• ITIL compliant roles and group-based structure of specific groups
• Management of ITIL V3 compliant categorization and prioritization
• Multi-tentant case-management

Incident Logging

• Quick and intuitive incident logging with appropriate diligence, in order to facilitate a swift and effective resolution leveraging adaptable and pre-structured ticket masks
• Incident logging leveraging the customer self service portal
• Automatic incident logging as a ticket from inbound emails
• Documentation of incidents with a separate inbound call input screen
• Cross-process access to each configuration items (CI) current configuration with the Configuration Management Data Base (CMDB) 
• Automatic follow-up mechanism for existing incident tickets
• WYSIWYG editor to format tickets and integrate images

Incident Categorization

• Categorize incident types and prioritize based on own category trees
• Assigning services and SLAs for automatic reponse and resolution time tracking
• Assigning additional categorization items
• Link incidents with CIs, services, FAQ articles or other incident and problem tickets

Incident Resolution

• Cross-spanning access to know-errors, yet documented resolutions and workarounds within the knowledge base
• Root-cause analysis support
• Answering templates for immediate incident resolution and efficient incident management
• Automatic and manual routing of incidents through the service organization, e.g. to involve the 2^nd, 3^rd level supports or external service providers
• Indexed full text search
• OpenSearchDescription for efficient use of the browser search
• Merging incidents
• Link and manage multi slaves with a master ticket
• Split incidents for parallel task management
• Creation of problem records and move to Problem Management in case of still unknown root causes

Incident Monitoring and Escalation

• Incident status tracking
• SLA and queue-based escalations and unlock mechanisms
• Event-based notifications for current incidents
• Status monitoring and tracking via customer self service portal
• Notification of agents during their login

Incident Closure and Evaluation

• Quality monitoring and review of incidents leveraging individual watch lists
• Comprehensive incident reporting with respect to services, SLAs, Operational Level Agreements (OLA) and Underpinning Contracts (UC).
• Provisioning of relevant information to the Service Level Management 
• Support of editorial processes to document resolutions in the knowledge base for future use

Pro-Active User Information

• Inform users of service failures as soon as these are known to the Service Desk
• Cross-process access to the knowledge base
• Status monitoring and tracking leveraging the customer self service portal