IT Incident Management for Efficient Ticket Management
In the age of digitalization and advent of better collaboration platforms , Today’s employees can work from anywhere anytime, they need simplified process to raise their service tickets.Motadata ServiceOps ITSM platform’s ITIL Incident Management tool enables report, investigate, and manage incidents or requests from multiple channels.
Ourincident logging software gives you the convenience of raising tickets via email, customer portal or direct conversation with a technician. Our smart logic takes into consideration the support level and technician group of a ticket before doing an assignment. A technician working on a ticket can easily build a context by viewing its Audit Trail, Relations, and collaboration history with ITSM incident management.
Simplify Incident management
Automate every step of the ticket life cycle right from categorization to assignment
Ease in Incident Logging via (Email, Telephone, Self-Service Portal, App
Automatically assign a technician to a request ticket using Round Robin and Smart Balance.
Third party applications can create a ticket using REST API.
Keep an eye on Tickets raised and resolved
Track user service request by severity, impact on business and SLA violations
Automate Request Workflow & SLA based on severity of the issue
Create SLA using different conditions such as resolution date, time and its respective action
Get user satisfaction score for resolved incidents with surveys
Align with ITIL practices
We help you adopt and support ITIL best practices with PinkVERIFY Incident management software
Users can raise a ticket through multiple channels like self-serviceportal, chat, phone, emails, etc.
Email to Ticket
Automatically create tickets from email and incident requests. Allow or disallow emails from particular domains to create tickets.
Intelligentassignment of tickets based on level of expertise, priority, availability, and load of technician using the Smart Load Balancer.
Integrate incident management with knowledge base to reduce the number of tickets generated for common problems.
The platform allows the technicians to change the information of multiple incidents/requests at once.
Requestors as automatically asked for feedback about their experience after the incident resolution process.
Predefined and customizable templates for sending notifications to requesters or technicians based on different events.
Automate common and repetitive tasksusing workflows by runningperforming criteria-based actionson anincoming request ticket with a single click.
Automatically escalate requests that have been ignored or not resolved based on SLA and assign them to the right technician.Incidents can be categorized in 4 tiers based on agent expertise.
Associate an Asset with a Ticket
Associate related IT assets while creating a ticket.
More on Incident Management Process
Ensure Continual Service Uptime with Efficient Incident Management
Motadata incident management software helps organizations to streamline their IT service delivery by standardizing request or incident handling processes, eliminating duplication of efforts, ensuring availability of accurate information, and reducing IT operational costs through automation. Track and manage all the tickets flowing in your service desk easily with ITIL ticketing system.
Incident Management Process Flow
Incoming incidents from users are logged in through all the channels that an organization allows. Once identified as an incident, the incident management platform logs the incident as a ticket.
Based on the ticket’s severity and category the tickets are assigned to the most ideal technician considering technician availability and expertise.
Assign a category and at least one subcategory to the incident or request. The platform will sort, and model incidents based on their categories and subcategories and automatically prioritize incidents.
Prioritize incidents (High, Medium & Low) based on the impact on users, business and urgency for SLA response adherence. Prioritizing incidents helps minimize or mitigate potential damage the incident may cause.
The logged ticket will include important details for SLA adherence, such as the username and contact details, incident description, and time & date of the incident.
Resolving the incident involves diagnosis, escalation, investigation, resolution, recovery & closure. This involves advanced support & other processes that take place during troubleshooting.
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