SysAid Incident Management,
ITIL-Aligned

Incident management

Log, process, manage, and report on the IT issues that adversely affect your end users, IT services, and business services.

Help your service desk agents to achieve what ITIL defines as the objectives of incident management:

• Ensuring that standardized methods are used for the efficient response, analysis, documentation, ongoing management, and reporting of incidents.
• Increasing the visibility and communication of incidents to both business and IT support staff.
• Enhancing the business perception of IT and its services through a professional approach to quickly resolving and communicating incidents when they occur.
• Aligning incident management activities and priorities with those of the parent business.
• Maintaining end-user satisfaction with the quality of IT services.

Through an incident management process that includes:

• Incident detection and recording
• Initial classification and support
• Escalation to a major incident process where needed
• Invocation of the service request process if not an incident
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
• Continuous ownership, monitoring, tracking, and communication

If ITIL’s incident management best practice isn’t right for you, then you can easily configure the out-of-the-box incident management process with SysAid – tailored to your exact needs and operational processes.

More than just incident management software – it’s also service request management

While IT support is often viewed as the management of incidents using ticketing software, service desk agents also need to efficiently fulfil end-user requests for new products or services. SysAid’s service request management capabilities, also known as service request fulfillment by ITIL, help you to better manage these requests and improve the service experience to end users. SysAid is so much more than just traditional help desk, ticketing, or incident management software.

• You can use SysAid’s service request management capabilities to help your service desk agents to achieve what ITIL defines as the objectives of service request fulfillment:
• Maintaining end-user and customer satisfaction through the efficient and professional handling of all service requests.
• Providing a channel, or channels, for users to request and receive standard services.
• Providing information to end users and customers about the availability of services and how to obtain them.
• Sourcing and delivering the requested standard services.
• Assisting with general information, complaints, or comments