The main goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Incidon incident management system enable every IT support group to perfectly achieve this goal with extraordinary efficiency and productivity. Incidon Incident process is designed with simplicity and creating incidents and assigning can be done in few clicks . An intelligent incident performance dashboard provides complete idea of the incident management and efficiency visually with drill down reports.
Incident management is about managing and solving IT services and related problems. With Incidon ITSM, Incident creation is the entry point of IT services management whether it is a problem or a request of new service or extension of an existing service or a problem which needs additional attention or further investigation. Basically every process in Incidon ITSM begins with the creation of an incident ticket. Incident data is categorized into two distinct types, Problem or service. Service has a wide range of catalogs and in Incidon we have numerous templates for service catalogs and commonly occurring problems. Efficient incident management in Incidon ITSM will reduce the frequency of common problems from negatively affecting general business activities and impacting the overall IT services.
In Incidon, the incident will be managed by groups and every IT agent is a member of one of the group. When an incident is created for the first time, it will be assigned to the triage group by default. Triage group can be defined by the administrator . Triage group members will evaluate the incidents and based on the nature of the incident, one of them will take the ownership(assigned to) or assigned to another group which is more appropriate to resolve the incident. There are 1-5 priority levels which will be calculated based on the impact and urgency of the incident. A service level agreement is defined by the administrator which determine due date and time of the incident based on the priority level. High priority incident will have an early due date. Service level agreement(SLA) can be redefined based on the organizational decisions.