ServiceOps IT Incident Management

Respond to IT Service Disruptions Faster

ITIL incident management tool that focuses on convenience and speed through intelligent workflows and automation.

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Become More Productive with
IT Incident Management

Motadata ServiceOps ITSM platform’s ITIL Incident Management software enables you to streamline your ticket resolution process with proactive ticket management, smart automation, and multi-channel support.

Enhance Efficiency by Automating Ticket Management

Improve response time by automating every step of the ticket life-cycle right from categorization to assignment.

  • Auto-assign tickets using AI-enabled smart load balancing algorithm
  • Automate ticket prioritization using workflow automation
  • Automate notifications for better communication with key stakeholders
Key Benefits
  • Improved ROI
  • Reduced Errors

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Ensure Timely Resolutions with SLA Management

Increase employee satisfaction by automatically escalating requests that have not been resolved in time and assigning them to a different technician.

  • Auto-assign SLAs based on criteria
  • Response and resolution time escalation
  • Auto-escalation of SLAs based on business rules
Key Benefits
  • Faster Responses
  • Improved Productivity

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Empower End-Users with
Self-Service

Enable users to raise and track their tickets and find resolutions to common issues themselves by utilizing the knowledge base.

  • Multi-channel support to raise tickets
  • Self-Service portal supported by a knowledge base
  • Live chat channel
Key Benefits
  • Speedy Resolutions
  • Better End-User Satisfaction

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Monitor Service Desk Performance at a Glance

Identify issues, make informed decisions, and enable collaboration between teams from a single, unified screen.

  • Gain visibility into all tickets and their progress with easy-to-use dashboards
  • Track technician performance using out-of-the-box, customizable reports
  • Export reports into pdf, csv, and xls formats
Key Benefits
  • Better Visibility
  • Enhanced Transparency

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How to Quantify
ROI of Mobile Self-Service

Maximize Your Service Desk Adoption

On The Go Mobile App

3-dimension approach to providing better control to the requesters, approvers, and technicians

  • Manage all the IT and non-IT service requests with an intuitive interface
  • Manage the end-to-end life cycle of service requests
  • Optimize time & resources by accelerating approvals on the go
  • Let your users be self-reliant with a knowledgebase
Key Benefits
  • Enhanced Customer Experience

  • Greater ROI

  • Lower Expenditure

  • Optimized MTTR

What Our Customers Say About
Motadata?

People view Motadata as an alerting and root cause analytics engine, however; it is much more than that. It provides real-time data and alerts to address issues even before they arise and impacts the end-users. This isn’t even something theoretical. We have already achieved this through the next-gen platform.

Anil Nayer – AVP IT Kotak Securities

Other Features

Better equip your IT service technicians to handle unplanned disruptions with the ITIL Incident Management tool.

Merging Tickets

Technicians can merge similar tickets and perform a single diagnosis. Thus reducing the overall number of tickets.

Approval Workflow

Create workflows that will put a ticket on approval before someone can make any changes like marking a ticket as closed.

Knowledge Base

Integrate incident management with knowledgebase to reduce the number of tickets generated for common problems

Bulk Update

The platform allows the technicians to change the information of multiple incidents or requests at once

Feedback

Requestors are automatically asked for feedback about their experience after the incident resolution process

Asset Association

Relate an asset to an incident while raising a ticket in the requester portal

Open Architecture

Simplify integration capabilities with third-party apps using REST APIs with our open architecture

Scalable

Easily manage tickets when there’s an increase in ticket volume to ensure maximum service availability

Run Scenarios

A scenario is a predefined set of changes/automation that a technician can run on any ticket.

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Other ServiceOps Modules

Problem Management

Perform RCA on related incidents

Learn More

Change Management

Manage changes in your IT infrastructure
Learn More

Release Management

Manage deployment of new features in your business application

Learn More

Knowledge Management

Manage organizational knowledge

Learn More

Patch Management

Automate patch management process

Learn More

Asset Management

Manage the life-cycle of hardware and software assets

Learn More

Project Management

Plan and execute new projects

Learn More

Service Catalog

Enable end-users to help themselves

Learn More

Explore ServiceOps Service Desk

IT service management solution that is easy to use, simple to set up, and has everything you need to provide a seamless IT service delivery experience.

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The goal of Incident Management is to restore regular service operations as quickly as possible to minimize the negative impact on business activities while maintaining service quality.

A user can log an incident and track it through the incident life cycle until the service is restored and the issue gets fixed. Incident Management also enables proper communication with the users throughout the life cycle of the incident. Service levels and performance can be tracked, monitored, and analyzed through reports.

Incident management generally has the following process flow:

• Incident Logging
• Incident Categorization
• Incident Prioritization
• Incident Assignment
• Incident Tracking
• Incident Resolution
• Incident Closure

While the Incident Management and the Problem Management processes are similar, the primary distinction is in the final objective of the two processes. It is critical to know that the goal of Incident Management is to resolve an incident as quickly and effectively as possible while minimizing negative impact. Support teams may then proceed into Problem Management, to avoid similar incidents from occurring in the future by addressing the underlying root cause.

Understanding the difference between an IT incident and a problem may help business owners and managers efficiently communicate with support teams and create realistic expectations about outcomes.

Incident requests are requests that indicate any unforeseen disruption or decrease in the quality of an existing IT service. E.g., being unable to retrieve emails, facing a printing error, etc.

Service Requests are formal requests from users to the IT service desk to deliver support or provide new hardware, software, information, documentation, or advice. E.g., installing software on workstations, requesting hardware devices, changing lost passwords, etc.

So, if the existing printer is malfunctioning, then you may log an incident but if you want a new printer raise a service request.

Organizations use the Incident Management process to cope with unplanned incidents, reduce their impact on business processes, and reestablish normal service operations as soon as possible. Incident management helps organizations to increase their continuous service delivery levels by providing faster resolutions while maintaining agreed levels of service quality and availability.

Incident management also helps improve efficiency and productivity throughout the organization due to higher IT infrastructure reliability, thus reducing costs or revenue loss associated with IT incidents. It helps to offer better internal and external communication throughout an incident’s lifecycle, resulting in enhancing and maintaining user satisfaction.

The incident management process also helps organizations analyze and document incidents and how they have been handled to prevent and continuously improve the early detection and reduction of future incidents.