Nimsoft Service Desk gives you a clear, consistent interface between business and IT. It accelerates incident response and enables proactive IT service management—so you can increase end user satisfaction, reduce costs, and meet business objectives.
Incident Management
Data Sheet: Nimsoft Service Desk (PDF)
Nimsoft Service Desk: Analyst Console
Incident management is the first thing most people think of when it comes to a service desk. Without effective and efficient process support in this area, your service desk staff will waste time and effort just "keeping the lights on".
Nimsoft Service Desk includes an ITIL-based Incident Management module. Pre-packaged workflows make it easy to identify, register, prioritize, categorize, and track incidents reported to your service desk. These pre-packaged solutions provide the ability to use optimum service management techniques to effectively manage the entire lifecycle of an incident, from detection through closure.
Automation Enables Efficient Handling
Nimsoft Service Desk makes incident creation and management simple and efficient. Incidents can be generated manually by service desk staff or users visiting the
self-service portal. In addition, incidents can be automatically generated by Nimsoft Monitor or user email.
Once created, pre-configured incident models equip service desk personnel with pre-defined steps to handle many kinds of incidents. This helps to ensure that common incidents are handled efficiently, effectively, and within the defined timeframes.
Because it is tied to the Knowledge Management module, the Incident Management module gives you proven, knowledge-driven support to help technicians solve cases more rapidly and efficiently. This also leads to a significant increase in first contact resolution and improves the time it takes to achieve service management resolution.
Key Features
Incident Management Ensures You Resolve Issues Efficiently
Let automation and process workflow help you manage your incident management process.
- Incident models automate standard incident processes.
- Self-service view for end user submission.
- Automatic incident routing and assignment—based on ticket content, timeframes, and location.
- Dynamic incident form templates based on request categories (show/hide fields).
- Prepopulated incident templates can submit default values into fields.
- Link similar incidents to close all related tickets when the main global ticket is closed.
- Set status (such as active, pending, or closed) via one-click actions.
- Classify impact, urgency, and priority.
- Configurable fields requiring analysts to fill in before saving ticket or moving to next stage.
- Time tracking throughout ticket lifecycle.
- Full audit trail of ticket to track actions, communications, work log entries, and assignments—all by username and date/time.
Benefits
Incident Management Boosts Service Levels
With the Incident Management module, your organization can gain a range of benefits to its service management:
- Increased Efficiency
Our tightly integrated Incident & Knowledge Management modules provide knowledge-driven support to help technicians solve cases rapidly and more intelligently.
- Accelerated Resolution
Prebuilt incident templates significantly increase your technicians' first contact resolution rates and improves time to resolution.
- Improve Workflow that Enhances Efficiency and Quality
Using predefined templates and action-based workflow ensures that analysts are able to follow the correct process and deliver expected service levels.
Platform Features
Action Based Workflow
Drive your service management process with powerful workflow. More
APIs and SDKs
Tailor the solution to meet your unique business requirements. More
Approval workflow
Get the right approvals, right when you need them. More
Auto Routing
Automatically route requests to the appropriate resource. More
Automatic Discovery & Deployment
Keep informed of changes to your infrastructure. More
Calendars
Identify the best times to perform service. More
Communications Management
Submit requests and review their status right in your inbox. More
Comprehensive Search
Powerful search simplifies use. More
Configuration Management Database
Manage your configuration items within Service Desk. More
Flexible Pricing & Licensing
Works with your budget, and your business. More
Gateways and 3rd Party Integration
Integrate all of your IT management tools with ease. More
ITIL Compatible
Best-practices. Built-in.More
Message Bus
Rest assured that your solution is future ready. More
Multi-Tenant
Scale your services efficiently and economically. More
On-Premise, or On-Demand
Flexibility to suit your business. More
Security
Keep private data private. More
Self Service Portal
Empower your users, accelerate service. More
Service Catalog
A one-stop shop for critical IT services. More
Service Level Management
Set, meet and exceed your SLAs. More
Single Sign-on
Use a single identity to manage your Modern IT. More
Surveys
Survey your customers to determine their satisfaction level. More
Task Management
Use work orders to delegate specialized or repeatable activities. More
SaaS and On-Premises Deployment Options
- Complete Service Desk and Monitoring functionality
- No upfront management hardware costs; Accelerated ROI
- Reduced training and management overhead
- SLA based availability
- Access to Nimsoft operational expertise
- Control and customize the Nimsoft management server; Easily resell
- Control the physical location of data for policy, security or compliance reasons
- Support remote sites with poor Internet performance
Can't find what you are looking for? Contact sales@nimsoft.com for a more complete list of supported technologies or click to chat with one of our representatives now.
incident
