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Incident Management

Integrated incident management tools for quicker resolutions

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Our Clients

Be prepared with best incident management software

Infraon ITSM’s Incident Management feature identifies and logs the incident, prioritizes it, and assesses the impact on the business. Get clarity on the severity and priority levels of the incident and ensure prompt response to improve user experience.

Ticket assignment to helpdesk executive

Key Feature

Identify & Log Incident

Identify the incident as soon as it happens and log it into your Service Desk to ensure quick resolution. Delays disrupt operations and impact customer satisfaction.

Diagnose Incident

Categorize the incident and diagnose it with your knowledge base or diagnostic tools, or by formulating a quick hypothesis. If unable to diagnose, escalate to next level.

Resolve Incident

Resolve the incident with efficient communication and close the ticket. Use automated processes of closing the resolved tickets or have the user close them through the self-service portal.

Intuitive Dashboard

Get visibility of the incident management process and receive alerts into the incidents to track anomalies in real-time and discover root causes for the incident.

Knowledge Base

Create an integrated knowledge base to deflect the frequently raised tickets. Increase adoption of the knowledge base through a few visual elements.

Other Features

  • KPI Dashboards

  • Report Exports

  • Bulk Excel Import/Export

  • Scheduled Reports

  • Custom Reports

  • Custom Roles

  • Custom Alerts

  • Customizable Fields

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Our Product Suite is GDPR-Compliant

We are compliant with the European General Data Protection Regulation (GDPR) – and
our SaaS-based product suite is fully committed to protecting the data of our customers
as per the recent standards.

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Incidents can crop up at any time and from unexpected sources, causing unplanned interruptions in service quality. These incidents must be managed promptly to prevent downtime and unhappy customers. Managing the incident is imperative to restoring IT services and reducing the impact of disruptions on business.

The objective is to restore normalcy in service operations as quickly as possible, and minimize the impact of unforeseen incidents so that your business continues to fulfil the SLA as agreed.

Service disruptions because of incidents can harm the business's reputation and the bottom line. Therefore, it is necessary to manage incidents through an efficient process, to respond to and resolve incidents promptly. Incident management solutions can keep you from deviating from SLAs, reduce manual tasks and human errors, and cut down service desk's workloads, thereby improving service quality and ROI.

Proactive in identifying incidents

Streamlined business operations

Increased productivity

Consistent service quality

Enhanced customer satisfaction