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.
CMW Incident Management software provides extensive capabilities for instant communication between the customer and the Support Team through the pre-integrated collaborative environment – CMW Team Network – that enables traceable discussions, actionable conversations and configurable notifications.
CMW Incident Management is pre-integrated with CMW CMDB and Service Inventory to enable automatic network fallout to service correlation as well as customer impact analysis and proactive customer notifications.
CMW 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.