Incident Management
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Incident Tracking and Resolution
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FrontRange ITSM Incident Management provides core service desk functionality of efficiently identifying, responding to, and tracking issues and service requests needing resolution. The Incident Management foundation provides cost-effective, automated processes to restore normal service operations as quickly as possible. Your organization can use Incident Management on its own or integrated with other FrontRange modules and third-party applications. In alignment with IT best practices, FrontRange recommends deploying Incident Management and Problem Management as a consolidated solution to maximize the value of the proactive service desk. Expand the power of the service desk by easily integrating with any other FrontRange modules or third-party applications.
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 Look Deeper Inside
Benefits - Lower the number of incidents
- Reduce the likelihood of repeat incidents
- Elevate service levels while lowering costs
- Increase customer satisfaction
- Improve ability to identify IT infrastructure problems
- Improve speed of issue resolution and problem diagnosis
- Minimize the impact of incidents, avoid unnecessary or unplanned downtime
- Allocate staff more effectively
- Gain support for complex workflows and high-level integration
- Provide high level communications between IT functional units and the end users being supported
Features
- Simple, intuitive user interface — Accelerate incident logging and resolution with an easy-to-navigate incident management user interface that puts service desk tasks just a click or two away
- Automatic, intelligent routing — Automatically route incidents based on category types and priority levels
- Auto-escalation and notification — Set up the system to automatically escalate incidents based on predetermined business rules and alert staff when issues are not resolved
- Real-time reporting — View service desk data across the entire organization-from a single dashboard!
- Quick-close incident management option — Auto-close incidents based on preconfigured close parameters
- Link Incidents, Problems and Known Errors — to critical business services to prioritize resources based on business impact
- Remote support and end user access — Reduce costs and speed incident management resolution with smart client and Web client compatibility
- Support for regulatory compliance — Address internal IT controls and regulatory guidelines with full audit and logging capabilities and advanced reporting and analytics
- Big-picture view — Easily relate problems to incidents and changes, and quickly associate them with the appropriate resolution.
- Problem board — Alert technicians to the status of known issues, easing troubleshooting and assignments
- Support for industry best practices — Enhanced support for internal IT controls and industry best practices, such as ITIL, COBIT and ISO.
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