Incident Management

Streamline IT Incident Management with Automation

SERVICEBEE

Is to resolve any incidents causing an interruption of service in the quickest and most effective way possible.Servicedesk desks are often overloaded with requests, limiting their ability to focus on projects that deliver new value to the business. Many of these user requests are for standard services, such as employee on-boarding, equipment ordering, provisioning of virtual machines, or password changes, which should all be fulfilled based on standard processes.

Additionally, the fulfillment activities for these types of service requests are often manual and distributed across multiple groups and systems, thus limiting IT’s ability to track approvals, Servicedesk ensure timely request fulfillment, and determine the demand and delivery cost of services.

  • Servicedesk has the most powerful and flexible Incident Management.
  • Ensures timely request fulfillment and determine the delivery of service.
  • It streamlines IT support requests and deliver exceptional IT service.
  • Auto assignment of Incidents and Requests.

-> Multi channel support

  • Proactive communication offers businesses a quickly deployed, cost-effective way to improve their multichannel customer service.
  • Reaching customers alleviates many of the planning and staffing issues and costs associated with supporting all of the channels.
  • ITSM Service Desk provides a first step in evolving contact center capabilities.

-> Single inbox for all the group of users

  • Proactive communication offers businesses a quickly deployed, cost-effective way to improve their multichannel customer service operations.
  • Reaching customers alleviates many of the planning and staffing issues and costs associated with supporting all of the channels customers use to access customer service.
  • ITSM Service Desk provides a first step in evolving contact center capabilities.
...

-> Auto assignement policies

  • Incidents can be assigned to different users and teams automatically based on the choice selected round robin or load balancing methods.
  • Organize incoming tickets using business rules to be automatically delivered to appropriate technicians and support groups.
  • Send automatic notifications to keep your end users and technicians informed at every step.
Auto Assignment of Incidents

-> Predefined replies(Macros)

  • Canned responses(Macros) are predetermined responses to common questions. Rather than typing the same answer repeatedly or pasting.
  • Canned Responses can be used to quickly insert reply templates into your messages.
  • You can even customize the requestor's name, agent's signature. ITSM Service Desk program have built-in function which allow canned responses.
Auto Assignment of Incidents

-> Approval flow, SLA customization

  • The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider.
  • Abandonment Rate, Average Speed to Answer, Time Service Factor, First-Call Resolution, Turn-Around Time, Mean Time To Recover. Monitor achieved service levels and compare them with agreed service level targets.
  • This information is circulated to customers and all other relevant parties.
  • ITSM Service Desk has Customer-based SLA, Service-based SLA and Multilevel SLA escalation.

-> Private notes between the agents without worrying about end users

  • Public reply can be viewed by anyone. Internal note can be viewed only by individuals who have access to Servicedesk account.
  • If an agent sets a reply to be public then it can be viewed by the users as well as agent. But if an agent writes an internal note for reference then it can be viewed only by the logged in agent.
Auto Assignment of Incidents

-> Customized workflow using the triggers

  • Triggers are business rules you define that run immediately after incidents or requests are created or updated.
  • Using triggers, you can automatically assign a ticket to a specific support agent or support group based on the email address it was sent.
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-> Visibilty

Gain direct visibility into business priorities through integration with a single click.

-> Attachments

Allow your end-users to submit attached files to your Servicedesk, Covers attachments by email too.

-> Customization

Customize the Incident create form with custom fields.

-> Tagging at incidents

You can add a custom tag to an incident so that you can later search and filter data based on this tag.

-> Enable

Enable or disable incident tagging. Also, agents can change the requester on existing tickets and add CCs to an incident.

-> Agent Collision Detetion

The Collision detection determines if there are other incidents or requests scheduled to work on the same incident during the same scheduled time.

Effective incident management do not disrupt business operations

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