Incident Management
Introduction to Incident Management
Incident Management includes any event which disrupts, or which could disrupt, a service. This includes events which are communicated directly by users, through the Service Desk or through an Event Management interface.
Incident Management is often one of the first processes implemented in service management projects and can highlight other areas that need attention. Which in turn can provide justification for investment spending on improving other areas of an organization’s operations.
- EXM Incident Management, provides a simple ITIL Incident management process in the following ways:
- Easily record Incidents via omni-channel methods
- Simplified Incident categorization so that the exact type of call recorded
- Automatically prioritize incidents based on their impact and urgency
- Routing to target groups for a timely resolution
- Smartly notify user who reported the incident throughout the process
Dashboards present elements to track key metrics that aid in monitoring service level delivery advances
During the incident lifecycle, any user can record an incident and track it until service has been restored and the problem has been resolved.
End User can create an Incident by signing into the portal.
On clicking the Sign In button, a pop up will appear for users to sign into the portal.
The users with the organization account can sign into the portal with their credentials to log in into the portal.
