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Incident Management

Powerful Incident Tracking and Resolution

Resolve customer issues more effectively, while lowering service desk costs with this leading-edge service management platform. The foundation of the IT Service Management solution family, Incident Management offers automated processes and reporting to accelerate response times and improve service levels.

Benefits

  • Increase customer satisfaction
  • Quickly identify IT infrastructure problems
  • Minimize the impact of incidents
  • Allocate staff more effectively

Features

  • Simple, intuitive user interface - Accelerate incident logging and resolution with an easy-to-navigate user interface that puts service desk tasks just a click or two away.
  • Automatic, intelligent routing - Automatically route incidents based on category types and priority levels.
  • Auto-escalation and notification - Escalate incidents automatically and alert staff when issues are not resolved based on pre-determined business rules.
  • Real-time reporting - From a single dashboard, view service desk data across the entire organization.
  • Hassle-free, cost-effective maintenance and administration - Focus on your customers, instead of incident management and system maintenance, with an exceptionally reliable and easy-to-use administer service desk application.
  • Quick-close incident management option - Auto-close incidents based on pre-configured close parameters.
  • Anytime, anywhere access - Reduce costs and speed incident management resolution with smart client and Web client compatibility.
  • Modular architecture - Use Incident Management on its own or expand its power by easily integrating it with any other FrontRange modules, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure and integration platform.
  • Support for industry best practices, regulatory requirements - Enhance your ability to meet internal IT controls, industry best practices and regulatory guidelines with full audit and logging capabilities.

 

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