The SUMMIT Incident Management module is ITIL 2011 certified, and includes powerful SLA Management, Work Order Management, Auto Routing, and Auto Escalation workflows. These can be configured based on Priority, Impact, Urgency, Category, Classification, CI, Customer, User, or Location. Incidents can be auto‐routed to workgroups based on the location, customer, or the category, and can be auto-assigned to analysts based on their skillset, incident resolution experience, and shift availability. Incident Management is tightly integrated with Knowledge Management to help the end users resolve incidents themselves (self-service) and analysts to provide faster resolutions.
Enterprises can configure multiple Service Desk Instances, such as IT, HR, and Finance, etc., to provide SLA-based services to the end user.
Remote Desktop Sharing and Chat with User
Monthly reports on the incident volume, incident status, SLA summary, workgroup summary, user group summary, details of pending incidents along with the graphical representation of the incident volume and the incident status are generated under comprehensive reporting.
Administrators can configure checklists for a combination of Status, Workgroup, and Category. The action items in the checklist are tracked during the lifecycle of the incident to ensure all the required actions are performed before the successful closure of the incident.
Per‐incident Cost Management
Customer Satisfaction (CSAT) Survey
End users can provide feedback for the resolved and closed incidents. The feedback questions are configured by the administrators.
To learn more about SUMMIT Incident Management, download our data sheet.