When computers crash, printers go offline, or communication networks fail, you need a cross-company omnichannel solution that connects employees with the IT service desk. ITCC’s Incident Management module makes it easy to report issues and get them resolved as quickly as possible through a robust trouble ticket and service level agreement (SLA) system.
Our Incident Management module enables you to get your team back to work, improving team productivity and effectiveness at every level of the organization.
These management tools ensure that your team meets their agreed-upon SLA in every circumstance. The system enables users to define their response and resolution SLA KPIs to meet the organization’s or specific department’s needs.
Once a ticket has been opened, there are multiple protections in place to protect against SLA violations. Predefined escalation paths are put in place to ensure that tickets requiring a higher level of assistance are directed to the right help desk expert. Help desk agents also receive alerts as they are approaching the SLA deadline. Additionally, the system’s online dashboard provides teams with a real-time view of tickets, further ensuring that incidents are resolved on time.
Upon closing a ticket, users are prompted to answer a satisfaction survey, providing critical feedback to the help desk agents. The fast response and commitment to meeting SLAs drive an improved user experience throughout the organization.
Our searchable knowledge base assists end-users in handling their own issues without opening tickets and provides helpdesk workers with a repository of information that they can use to resolve issues. Users can also check their history, making it easy to find solutions that they have researched in the past.
Knowledgebase items are organized by category, in a question-answer format. The self-guided solutions provide step-by-step instructions for resolution.
Our incident response module makes it easy to configure the intake form based on your organization’s requirements. System administrators can create new call types and configurations, as well as add new fields for each call type.
To improve efficiency and effectiveness, each call type can have its own SLA and escalation rules. Email templates can also be associated with specific call types.
System users can reach out to the IT Help Desk and open incident tickets using a number of channels. Incident reporting can be done via email, mobile device, or the self-service portal (including our user-friendly chatbot).
Emails are automatically converted into incidents, as the system uses keywords to route the incident into the correct category and support group.
The self-service portal empowers end-users to resolve their own issues and stay informed when incidents need IT assistance.
In the portal, users can submit any incident and gain visibility into both the status and progress of their ticket. Any email exchange between the portal and an end-user is captured in the incident log.
The knowledge base is part of the self-service portal, providing categorized topics that are searchable, allowing users to resolve their own issues without turning to the IT help desk.
The portal is configurable and can be customized for different departments within an organization. It also includes a chatbot, which can aid end-users as they try to resolve issues they are facing and templates, which can be used to make engagements run more efficiently.
After using the system, users are asked to respond to a satisfaction survey, enabling the IT team to monitor the effectiveness of the portal.
The Incident Management module was designed to improve your agent efficiency. It assists agents throughout their response, by providing customer configuration items (CI), related asset data, and similar incidents that have happened in the past.
Tickets are managed using a drag-and-drop interface, and each support team member can view the tickets in their queue. When needed, tickets can be reassigned or escalated, and new sub-tasks can be added without reassigning the case. Dynamic, self-defined grids simplify agent views into incidents.
Administrators can create incident templates for the most common types of incidents and can open new incidents using templates.
When multiple tickets stem from a single incident, or if multiple incidents stem from a related problem, all tickets can be worked on simultaneously and resolved at the same time.
If an incident is resolved upon opening the ticket, Help Desk members can open and close the ticket at the same time. When closing a ticket, the system enables root-cause analysis (RCA) to give you a better understanding of the source of your incidents. Easy-to-use templates are available when closing tickets, allowing agents to meet SLAs by saving time with their responses and quickly moving on to the next incident.
The portal makes it easy to create chatbot-driven resolutions, document solutions for repeating issues, and prioritize issues by category. The analytics engine shows opportunities for individual and group improvement.
Automation is a key element of the Incident Management module, improving work processes, and eliminating repetitive tasks so your agents can focus on resolving issues.
Dynamic routing rules automatically assign incidents to agents as soon as they are created. Incidents that are emailed to the team are automatically routed to the right agent using keywords and rules. As incidents near their SLA, escalation paths are automatically generated to ensure an on-time resolution.
For incidents that can be resolved by end-users, the steps required to resolve the issue are automatically sent to the user. Templates are automatically generated and used for notes, resolutions, and reassignments.
Major incidents involving multiple reported issues can be updated on one single record, and automatically updated on all related incidents.
End users and agents receive automated notifications and status updates as incidents are processed, and when relevant, the knowledge base is automatically updated with new solutions.
Incident management is critical to any medium to large organization. With a structured, organized process, IT Help Desks are able to track incidents, prioritize effectively, and use previous solutions to resolve incidents faster.
ITCC’s Incident Management module provides the Help Desk with the tools needed to maintain employee productivity by resolving incidents within the organization’s SLA. Through its logging tools, analysis, and knowledgebase, the system creates an organizational memory that enables employees to handle some incidents on their own.
Like all modules within the ITCC platform, Incident Management includes a robust toolset that facilitates communication, simplifies use, makes it easy to track progress at a glance.
We have reduced costs by 33%.
Also, it has reduced the time it takes to manage tasks by 30 to 35 percent.
Ruli A.
CIO at Tadiran
