OperationsBridge™ Incident Management (IM) is built to restore normal service operation as quickly as possible with a minimum disruption to the business. Recent industry surveys state that approximately 95% of organizations utilize incident management system to consistently report and fix business impacting issues. The process or set of activities is commonly supported by fit-for-purpose technology, i.e. a service desk, IT help desk or ITSM solution.
IMS is pre-built with reporting capabilities without any third-party report system. This drives identifying problems quickly and filtering all incident fields, especially by custom fields. IMS has the ability to create scheduled custom reports and dashboards with a recurrence pattern that can automatically run and be sent through email.
IMS automates processes against incident templates and manages business processes to execute the workflows. IMS comes with a built-in asset tracker that develop reports of troubled assets, track vendors and create canned reports. IMS provides the various variables of each incident such as ownership, monitoring, tracking, communications and more.
Keeping in mind business objectives for an incident management system, IMS manages incidents throughout the entire lifecycle from placement to retirement. When incidents happen, the initial identification or reporting is processed to its resolution and closure in the following steps with OperationsBridge™ IMS:
IMS measures the incident-based performance of service providers and vendors. These incidents are measured against the user-set SLA thresholds. Additionally, IMS provides relative data to the problem management team, management and SLA review team. The data that IMS collects is utilized for analysis of terminal availability and service times along with tracking history, performance, escalation definition, notifications and more. IMS provides enhancements to network efficiency, allows users to compare performance between various service providers or regions and helps identify costly SLA breaches.