c360 ITSM

“Do you know what types of issues are costing you the most money?”

Incident Management

The Incident Management process usually initiates when users have a problem, making proper execution a key to a positive customer experience. Manage tickets more efficiently, while optimizing the resolution process with a prescriptive, ITIL-based incident and problem management solution.

c360 ITSM encompasses the complete lifecycle of an incident from initial creation through prioritization, categorization, assignment, escalation and resolution. Incidents can be created manually by the service representatives receiving reported issues or automatically via email, web submissions or through events monitored by third party systems management solutions.

c360 ITSM natively integrates Incident Management with other capabilities of the system, including the Knowledge Base, Service Contacts, Service Level Agreements, assets, problems, changes and most importantly the customer information. All pertinent customer information is not only available but immediately linked to incoming tickets, providing service representatives with vital information from the start.

Incident Categorization

In order for service representatives to classify and prioritize incidents correctly, categorization needs to be standardized. Fine tune incident management with a comprehensive catalog of incident categories tailored to your organization. c360 ITSM supports multiple tiers of categories to assure the necessary level of detail. Incidents can be assigned to these categories and automatically routed to the appropriate service representative through configurable business rules.

Incident Routing

Improve productivity: increase efficiency of 1st level and 2nd level agents by assigning tickets to the best available agents, using criteria including skills, availability and workload of your agents.
Automatically route incidents based on categorization, skill, urgency, impact and priority. When you have more than 100 incoming incidents per day, it is time-consuming to assign these incidents to various service representatives, categories and levels. Create Business Rule criteria based on the pattern of failure and the incidents will be automatically assigned to service representatives or categories or levels.

Incident Prioritization

Prioritize incidents based on impact and urgency. With c360 ITSM, priority is automatically calculated and defined by impact and urgency. Because incidents can affect the organization differently, configure the c360 ITSM to implement your business rules. Assign the priorities based on predefined prioritization or dynamic prioritization.
Respond to change: there are instances in which service representatives need to override the system prioritization manually. Giving them this ability unties their hands and ensures that the operations respond to changing conditions like incident count fluctuations.

Knowledge Base Integration

Once an incident is submitted, service representatives need access to comprehensive knowledge data. C360 ITSM provides the framework for a robust knowledge base of solutions that both service representatives and customers can access. This functionality is supplemented by the ability to access customer information, CMDB details and incident history centralized in the ticket. Key features include:

Knowledge base functionality integrated into the ticket, allowing users to research the incident and associate pertinent articles as needed without leaving the structure of the ticket.
Reduced load on service representatives and increased self-sufficiency for end users by providing searchable knowledge base information online.

Actionable Work Queues

Tasks can be created and assigned to individuals, teams, or to queues that can be monitored by the team lead through an easy-to use dashboard.
c360 ITSM is task driven – automatically creating tasks that direct representatives to action, up to and including resolution.
Service representatives have more flexibility to respond appropriately to customers. Any activity can be created and linked to the ticket providing comprehensive historical information throughout the lifecycle.

Customizable Incident Entry

Based on internal processes, Operational Level Agreements (OLAs) and critical success factors, your organization will want to customize the information presented and gathered on tickets. Add custom fields, change layout or remove fields to increase efficiency. Enforce your standards by requiring key data.
Different roles may have different needs in research, diagnosis, documentation, etc. of tickets. Create custom incident entry forms and assign to different teams based on the specific needs of the engineer’s skill set.
Simplify the process for your users and service engineers with pre-defined fields

Incident Escalation

Decrease the likelihood of breeching SLAs with a proactive approach to routing and escalation. Tickets often travel through multiple levels of an organization during their lifecycle. c360 ITSM provides the framework for modifying escalation rules when prioritizations or skill sets change, escalating incidents based on agreed service levels and appropriate support resources.

Configurable Notifications

Organizations need visibility and the opportunity to react to changing situations in real-time. From Outlook-styled desktop alerts to workflow-based e-mails, c360 ITSM can alert any member of the organization to any situation that required immediate attention. Set rules for notification that a group of tickets needs to close and use bulk editing capabilities to updates the statues and comments in a simple grid format.

Auto-Close features

Gain flexibility to set your own rules regarding incident closure. Tickets often remain open, even when the incident has been resolved, because users don’t respond. Use c360 ITSM to reduce the noise of incidents that are no longer valid by configuring business rules to automatically:

Monitor stale incidents and close them or place them on hold
Link several incidents to a problem and watch for one incident to close in order to trigger closure of related incidents.

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