Highlights of Incident Management in Kovair ITSM

• Creation of Incidents from Service Request Management - The scope for creation of Incidents from Service Request Management is applicable only for IT-related service requests. An Incident can be created manually or automatically. If a similar Incident exists, then the service team should link the Incident to an existing Service Request. Otherwise (in the absence of a similar Incident), the application will automatically create an Incident against the Service Request and establish a relational link among them.
• Incident Classification - There is a provision to classify Incident Management on different parameters and to route it to a respective service team. Classification of Incident is necessary because an Incident may have workaround to restore the service, or in absence of any suitable workaround it may be identified as a Change or a Problem. The classification done at the beginning helps to take quick action on the Incident and streamline the activities of a service team.
• Defined Process for Service Interruption Identification - It may be recorded directly in the system or transmitted from a Service Request. The service may quickly be restored by suitable workaround following a Service Level Agreement (SLA). This pre-defined process can be enhanced (customizable) as per business need and can meet the objectives of the incident management workflow of the service provider. Closure of an Incident is managed through the process. Multiple Incidents can be linked to a Change Management or a Problem, in that case, closure of all these Incidents is strictly dependent on the closure of a linked Problem and/or a linked Change.