Epicor Help Desk Incidnet Management

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Incident Management in Epicor ITSM

When an incident occurs, the goal of the service desk is to restore normal operation as quickly as possible. At the service desk, all incoming incidents are registered in Epicor ITSM and prioritized and incidents that require a specialist can be immediately escalated to the correct people. Incidents recieved by e-mail or the Web are registered automatically. Service desk customers can monitor their incident progress via e-mail or online. A knowledge base system allows service desks to build up a searchable set of knowledge and re-use that knowledge - allowing less experienced technicians to answer difficult questions that have been answered before.

Objectives:

To provide continuity to the customer by restoring services as quickly as possible, accessibility of the Service Desk for all users, and acceptability of its services

Results:

Reduce costs
Make technology users more productive

Key Features:

Complete incident history
An open incident can have any number of events
Search knowledge base
Classify incidents
Relate incidents to persons and assets
Case routing/Queue management
Collect and share customer notes and feedback
Route incidents to second line or specialists
Escalation of incidents based on service levels

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