|
|
.Biz Incident Management
The .BIZ Incident Management Module provides a solid
foundation for a complete IT Incident Management. .BIZ is
based on best practices and includes
-
Incident
-
Problem
-
Known
Error
-
Knowledgebase
The
.Biz framework provides advanced incident workflow management
and includes a comprehensive set of features to ensure the
quickest possible resolution of service interruptions.
All of these features are included:
-
Contact user interface for end-user self service
-
Management Console for real-time Service Delivery Monitoring
-
Automatic Agent and Group Assignments
-
4
Tiered Categorization
-
Automatic Escalations
-
Automatic Notifications
-
Single Click Problem and Known Error creation based on
Incident
-
Time Calculations
in user defined Business Hours
-
Whiteboard & Message Board
-
Attachments
-
Permissions
-
Field Level Auditing
-
Active Directory and MS Exchange Integration
-
Web based Crystal Reporting
-
Fully integrated into the .Biz framework
-
Associations
-
Quick tickets
-
and much
more...
To Download the .Biz Brochure, click here
.Biz Information Brochure
|
Click here for .Biz Brochure...
|
Incident Requests |
|
Best Practices are used to manage an incident in its
entire life cycle
1. Root Cause Analysis.
2. Product Categorization.
3. Identify business process affected by
incidents
4. Eliminate duplicate incidents.
|
 |
|
Problem Requests |
|
Problem Management identifies defects within the IT
infrastructure and eliminates recurring incidents |
|
|
|
Known Error
Requests |
|
Known Error Management provides Work Arounds and
Resolutions to identified Problems. |
|
|
|
Knowledgebase |
|
Built-in Knowledgebase provides solutions to common
problems. |
|
|
|
