Although Incident Management by definition is a reactive task, the inbuilt workflow processes within NetSupport ServiceDesk make it a very proactive tool, making it easy for your customers and service desk operators to log, track and manage incidents in such a way that resolution times are kept to a minimum resulting in less downtime of critical systems.
The added advantage of NetSupport ServiceDesk is that it helps you quickly identify recurring issues or trends in the type of incident being logged. Multiple incidents can be linked and, if needed, assigned to one of the other ITIL processes such as Problem or Change Management, ensuring your first-line operators aren’t duplicating their efforts, as well as enabling investigation of the underlying problem to be left to the appropriate specialist.
NetSupport ServiceDesk helps the Incident Management process by providing:
- Customer logging of incidents online and the ability to review current status in real time.
- Automated Incoming/Outgoing email processing.
- Automatic assignment of incidents to operators based on pre-defined customer rules for either Problem Type or User Type.
- Automatic escalation of incidents based on customer-specific rules.
- Plus much more.
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