Efficient Service Management at your Fingertips!
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Rapid entry, processing & resolution of incidents
The purpose of incident management is to restore normal operations as quickly as possible in order to minimize service disruption within the organization. The Service Desk plays a vital role in this process.
PS'Soft ITSMNG manages incidents proactively, using built-in functions for entry, handling and swift resolution. To meet single-point-of-contact (SPOC) requirements, PS'Soft ITSMNG offers a choice of channels for reporting incidents: the portal, e-mail, event-triggered automatic alerts, telephone and the CTI interface. The Service Desk is available on a 24/7 basis, in the user's language.
Native integration with the PS'Soft ITAMNG asset management solution makes it possible to very quickly identify the assets affected, obtain full information and view the event log. A "Click-to-Scan" function gives the operator one-click access to detailed information about the asset's configuration and whatever changes have been made since the initial configuration. With the most relevant, up-to-date information on hand, the operator is equipped to take remedial action or make any necessary changes.
Efficient processes & tailored management rules
A predefined classification is used to manage incidents. Specific workflows and rules can be defined for managing, escalating and transferring each type of incident. This boosts team productivity and facilitates compliance with company service policy.
Key features
- Fast reporting, tracking and resolution of incidents
- Customizable drag-and-drop screens: data displays, required fields, line-of-business screen template, etc.
- Automatic recovery of the user's data and assets
- Impact analysis and automatic ranking
- Data and action traceability
- Efficient escalation and notification system
- Smart allocation rules, with rerouting to the appropriate groups or people
- Integrated team schedule management that checks availability
- Integrated knowledge base access
- Turnkey reports, analyses and performance indicators
- Incident archiving
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