iET ITSM Incident Management with ITIL Integration

Tightly Aligned with ITIL Best Practices, iET ITSM Incident Management Automates the Entire Incident Lifecycle

Features and Functionality:

• Tight ITIL integration from a single interface provides instant access to customer history, known errors, organic knowledge base, and graphical CMDB.
• Out-of-the-box reporting, workflows and flexible templates kick start incident resolution by providing instant best practices for frequent and major incidents.
• Automatically create, route, escalate, and send alerts based on category types, priority levels and custom configuration.
• Graphical views, such as SLA timeline and traffic lights, offer insight into the effectiveness of operations and status of service levels.
• Smartphone and Web client accessibility enable remote support and end user access.
• Ensure regulatory compliance through consistent and complete documentation via complete audit trails, logging capabilities, and configurable reporting and dashboards.

Key Benefits:

• Maximize service desk productivity and customer satisfaction, while achieving service level targets, with the ability to quickly create, identify and resolve incidents through a powerfully integrated and intuitive user interface.
• Harness the power of internal and historical knowledge through tight integration with the knowledge base, which is grown organically as a part of each incident and problem resolution.
• iET ITSM was built from the ground up to be fully integrated and highly configurable, so your target-oriented Service Desk is able to maximize effectiveness and value to the business.