Incident management process available in NSDX
Incident management is an Information Technology Service Management process (ITSM) that is used to resolve unplanned disruptions of an IT service, restore interrupted services up and running as soon as possible, and should minimize the adverse impact on business operations.
Common examples of disruptions, and incidents are Wi-Fi connectivity issues. Traditionally, the employee has to make a call to resolve the problem by themselves, and wait for The people from IT will return the service back to normal after a disruption. On the IT support side, they have to manage the case by themselves same as the employee. Moreover, the overload case also affects the business to lose unneeded earnings as well.
This is achievable through our NSDX which has a feature incident management for supports this work. An incident can come from anywhere. An employee can call you to report it, No matter the source, With simple steps: someone identifies an incident, then someone reports it. In the NSDX system, after Records of an incident into the system in detail including requester, priority, or business impact level. then the system classifies incident categories to match appropriate resources. Line up incident management activities and prioritize them and the IT team resolve solution as soon as possible.
Under the ITIL framework, The key to ITSM incident management is to restore services as soon as possible. The goal of problem management is to find a permanent solution or fix. The aim of Knowledge management is to a diagnosis of incidents. This reduces time in solving repeatable incidents.
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Self Service Request
NSDX self-service request is an easy-to-use tool for users to request services by themselves. It provides a direct channel to raise requests or complaints for standard services (such as IT, HR, Office, etc.). Additionally a FAQ guideline can be leveraged to fix issues directly, which offloads tasks from the IT team.
Why is Incident management process important ?
Other ITSM processes available in NSDX
The key objective of Problem Management (PM) is to prevent and eliminate recurring incidents. PM includes the diagnosis of causes, determining the resolution, and ensuring that the resolution is implemented. PM also manages known errors to minimize the impact of incidents and problems.
Knowledge Management and FAQ
The knowledge base portal enables users or service desk agents to resolve simple and recurring issues by themselves without dispatching the case to an engineer. With NSDX everyone can contribute and create knowledge base articles with relevant and updatable content to unload tasks from IT staff and resolve issues as fast as possible.
Service Level Management (SLA)
Service Level Management (SLM) negotiates and agrees on the appropriate IT service targets according to the business needs, then monitors and produces reports on a delivery, against the agreed level of service or SLA.
Additional Essential Analytics & Reporting Features
NSDX comes with smart & easy to use dashboard tools to create customized dashboard views for single users or whole groups. The dashboards consist of a big variety of widgets, arrangeable by drag & drop and offer multilayer views to be drilled down.
NSDX provides a flexible tool to create customizable ad-hoc reports. Design the reports by adding charts (with a graph or statistic box), editing the report name, editing tabular views, adding/removing the report filter, selecting/unselecting fields, and then deciding whether to save it only for yourself (private) or share it with others (public).