Incident Management System

"Insident management" means control and drive communication with your customers or users, which includes contacts to end users and IT support desk.

• I can't start application
• I forgot my password
• My account is locked
• My computer lost connection to internet

These issues should be managed as incidents and be checked their statuses.

• No one records incidents which is resolved.
• No one can check which incident is resolved or who is responding incidents.
• No one knows incident's status and time to resolve incidents.

• Analyzing number of incidents, types of incidents, how to resolve and time to resolve.
• As a knowledge base, support members refer resolved incidents.
• All incidents are put in one database. Effectively record all information.

Incident mangament works in many scenes.

• Issues management, task management -- Issues that are shared in real-time tasks among members
• Report incidents by export to speadsheets -- report to your quickly.
• Track status and update histories of incidents -- managers don't need to ask all of your members
• Incident management, task management, bug management -- database of bugs, issues and incidents
• Documentation, knowledge management and sharing information -- to manage information

Things to know to manage incidents