The main objective of ITIL Incident Management is to restore the service operation after a failure or an interruption as quickly as possible and minimize the fallout impact on the business.
Incidents can be submitted though the Self Service Portal that enables the ITIL Incident Management process together with the pre-integrated IT Service Desk. All incoming tickets are registered and classified according to their SLA in order to select the appropriate time targets. Also, regardless of the channel used to submit the ticket – be that online chat, email, Self Service Portal or other – all requests will be gathered and centrally processed by the system.
Comindware Incident Management software provides extensive capabilities for instant communication between the customer and the Support Team through the pre-integrated collaborative environment – Comindware Team Network – that enables traceable discussions, actionable conversations and configurable notifications.
Comindware Incident Management is pre-integrated with Comindware CMDB and Service Inventory to enable automatic network fallout to service correlation as well as customer impact analysis and proactive customer notifications.
Comindware Incident Management software is also pre-integrated with the Knowledge Base that provides a configurable library of standard solutions for IT Incident Management, workarounds and known errors for Problem Management as well as collections of discussions and descriptions of default best practices.
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Comindware® provides both on-premise and in Cloud deployment options as well as enables flexible transition between these options if needed.
Regardless of the device type – tablet, phone or ultra-book – Comindware ensures a fully consistent user experience and operational continuity.
Comindware provides advanced integration capabilities including bidirectional integration scenarios as well as support for both fine grained and bulk export operations – all available through Web Services open API’s and built-in enterprise service bus.