Powerful IT 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, IT 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.