- Do various incidents cause you deadlocks in your business process and result in a fall of productivity? Do you want to shorten the reaction time in critical events?
- Are you a manager of a service office in a company and don't know what critical tasks the employees in your office have to finish? Are you sure that your employees prioritize their tasks correctly? Do you know how long completion of the tasks takes on average?
- What systems make the most demands on your office? Have you had a demand that was similar to one that you have solved before but you don't know how?
- Do incidents occur often during a project which you haven't 'considered', and are you therefore often under stress in order to meet deadlines, which then sees the product quality fall short of your expectations? Does this put you in a bad mood? Have you tried to solve the problem yourself but recognized that it is too complex and would take too much time?
Incidents, malfunctions, operative lapses…happen to every company. The successful companies are prepared and they use these events as a competitive advantage.
Incident Management is a system for managing incidents or non-standard events. Incidents, malfunctions and other operative lapses easily lead to a decrease in production quantities; they increase the time that is lost, wrong communication and unpredictable indirect costs. Effective and transparent management of such events is a key factor in minimizing associated operative costs.
Main advantages of the Incident Management system
- Adequate response to incidents depending on the criticality and impact of the incident.
- Insight into the actual situation at any time.
- Lower operating costs: paperless business, improved communication, lower risk of misunderstandings, shorter time of eliminating incidents, minimized indirect costs….
- Knowledge base with solutions.
- Data that can be used as a basis for strategic decisions and calculating operative risks.
- Analysis and statistics and consequent actions to lower extraordinary events.
Who is the system for?
- All employees in a company who independently report incidents or claims.
- Call centres who record incidents.
- Managers of support groups who assign tasks.
- Professionals who solve incidents.
- Administrators.
Main characteristics of the Incident Management System
- Web user interface with high and efficient usability and an attractive graphic design.
- Simple installation and maintenance.
- Multi language support.
- Multi level user authorizations.
- Superb quality.
- Possible integration with other sources and systems of the company (Active Directory, Service Desk Centre, Help Desk Centre, etc.).
- Possible module customization.
The system is a perfect solution for established companies who want to manage non-standard events.
Examples of cases that we offer solutions for
A company had a claim recording system and was using a Windows client and an application that was out-of-date. The application didn't ensure a simple overview of current conditions; neither could it be used as an application with data from the knowledge base.
The company wanted:
- A modern web application which would be easy to use and maintain.
- A solution that could show tasks that have to be done immediately at every moment, so the work of the employees would continue without any difficulty.
- They wanted to use fast and efficient support to solve user claims in order to strengthen the reputation of the help desk department.
What solution did we offer them?
Based on the problem analysis and extensive experience, we assessed that the Incident Management system would be an ideal solution for the company's desired goals.
What benefits does a company have because of the implementation of an effective incident management system?
General benefits
The Incident Management application benefits both the company and the service desk office support.
Lower costs
The Incident Management application lowers costs of unexpected deadlocks as critical tasks are solved efficiently and in the right order of priority.
Standard procedures
The service desk office support works efficiently on standardized and stable processes. The department has seen its reputation improve significantly.
Analyses and statistics
With the help of analysis and statistics, the company now sees where mistakes happen and who puts them right and how. The company therefore learns and upgrades its internal processes while being able to ensure more suitable and proactive measures that prevent mistakes. The number of mistakes can decrease in months, while bottlenecks to mistake solving are appropriately dealt with.