Incident Management Software
Improve IT incident management to make the troubleshooting process more automatic, simpler, and more efficient
Improve agent efficiency and user experience through better ITIL incident reporting and management
Customers love our cloud-based Incident Management capabilities as part of their IT Service Management (ITSM) program. Our goal is to help your agents get in and out of tickets as efficiently as possible, while providing the best experience for your end-users.
Incident Management within SolarWinds Service Desk provides better ticket creation, routing, management, and remediation methods. Tightly connected to the Knowledge Base capabilities and powered by AI, it even provides ticket deflection capabilities, helping your end-users self-serve the answers they need.
Resolve tickets before they’re even opened
The easiest incidents to resolve are the ones that never get opened. Agents get inundated with low-criticality tickets every day. Our incident management system leverages AI to integrate with the knowledge base to suggest articles to end-users while they are creating tickets. Our Virtual Agent also helps end-users find knowledge base articles for their most common problems from the moment they report incidents, removing the need for further escalation.
End-users receive a better experience when the answers to their common challenges are resolved immediately without interruption.
And all are available no matter where and how they work, whether on the web, mobile app, Slack, or Microsoft Teams, using seamless integrations.
Boost employee performance - doing more with less
Automating IT services will allow your organization to operate more quickly and meet employee service demands in a unified way. The right incident management software gives your service and support teams automated rules and workflows to eliminate simple tasks, route tickets to the right people, and resolve incidents faster—and the quicker you get your resources aligned, the faster a ticket can be closed. Automated incident tracking software gives your business time back, so you can focus on what really matters.
SolarWinds Service Desk leverages a powerful Automation engine to bring even more efficiency to your maturing ITSM practices. Our IFTTT (If this than that) automation principles allow easy point-and-click rule creation for nearly anything you need for incidents. Set automation to send notifications, update records, and create a change record, to name a few examples.
Automate IT incident management across your company
Automating IT services will allow your organization to operate more quickly and meet employee service demands in a unified way. The right incident management software gives your service and support teams automated rules and workflows to eliminate simple tasks, route tickets to the right people, and resolve incidents faster—and the quicker you get your resources aligned, the faster a ticket can be closed. Automated incident tracking software gives your business time back, so you can focus on what really matters.
SolarWinds Service Desk leverages a powerful Automation engine to bring even more efficiency to your maturing ITSM practices. Our IFTTT (If this than that) automation principles allow easy point-and-click rule creation for nearly anything you need for incidents. Set automation to send notifications, update records, and create a change record, to name a few examples.
Best practices of the ITIL framework through incident management software
Since ITIL is a framework, ITIL best practices adoption varies from organization to organization. Still, best practices can benefit most organizations, including encouraging service requests over break-fix incident tickets and automating the incident creation, updating, routing, and closing processes.
With our software’s help, you can quickly adopt ITIL best practices and assess employees’ needs. Our incident management software will match incidents and impacted assets with relevant solution articles so your team can remember best practices for every ticket. Our system also helps employees visualize the incident lifecycle, escalate incidents into problems, and associate incidents with upcoming changes.
Get More on Incident Management Software
Do you find yourself asking…
Disrupted IT services can have a ripple effect throughout your systems and severely impact overall IT function and security, so it’s crucial to resolve any problems ASAP—and that means leveling up your incident management.
Incidents are unplanned interruptions to IT services that reduce service quality, while incident management is the process of managing and resolving these incidents. Incident management generally involves prioritizing and fixing incidents based on urgency and impact. When done correctly, incident management can minimize the effect of interruptions and return your service to normal as fast as possible, helping avoid an accidental breach of your service level agreements (SLAs).
With the help of a centralized incident management tool that follows Information Technology Infrastructure Library (ITIL) incident management protocol, ensuring function and security will be simple. Not only will an ITIL incident management platform serve as an incident tracker and incident report software, but it can also offer analysis and reporting capabilities that make resolving issues easier. Plus, employees will know how to get the help they need, and IT technicians will receive incidents in a more organized way and be able to diagnose and manage problems even faster.
Disrupted IT services can have a ripple effect throughout your systems and severely impact overall IT function and security, so it’s crucial to resolve any problems ASAP—and that means leveling up your incident management.
Incidents are unplanned interruptions to IT services that reduce service quality, while incident management is the process of managing and resolving these incidents. Incident management generally involves prioritizing and fixing incidents based on urgency and impact. When done correctly, incident management can minimize the effect of interruptions and return your service to normal as fast as possible, helping avoid an accidental breach of your service level agreements (SLAs).
With the help of a centralized incident management tool that follows Information Technology Infrastructure Library (ITIL) incident management protocol, ensuring function and security will be simple. Not only will an ITIL incident management platform serve as an incident tracker and incident report software, but it can also offer analysis and reporting capabilities that make resolving issues easier. Plus, employees will know how to get the help they need, and IT technicians will receive incidents in a more organized way and be able to diagnose and manage problems even faster.
Streamline IT services by improving incident management strategy
Service Desk
- Automate user incident management using tickets and track their entire lifecycle
- Gain better insight into IT infrastructure and assets dependencies with CMDB software
- Leverage your internal and external knowledge base to improve IT teams' activities, as well as encourage end users to solve the problem themselves