Incident Management

The primary aim of incident management is to minimise disruption to the business and to restore service operation as quickly as possible whilst adhering to agreed levels of service.

Incident management relies heavily on the configuration of an organisation’s CMDB (Configuration Management Database) and its effectiveness is often significantly greater when combined with the other ITIL ® processes for example problem management and change management.

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Incident management is often the first ITIL ® process to be implemented within the service desk environment and its benefits are visible almost immediately.

SupportDesk's intuitive interface enables users to quickly generate and manage new support incidents. These incidents may be generated from a variety of sources including e-mail and the web.

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As well as the ability to link new incidents to existing problems or known errors, SupportDesk provides a full audit trail and highly flexible tracking capabilities for each record. This allows users to locate incidents by using a comprehensive search console resulting in an extremely efficient process for quickly locating records of interest.

Automatic alerts can be configured ensuring that affected parties are kept up-to-date with the progress of incidents without the need to notify individual users manually. This raises service levels whilst reducing the workload for service desk staff.

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