Incident Management Software


Fully Functional for 14 Days

Incident management is one of the most important aspects of ITSM practices for any type of business delivering internal or external customer service. According to the Information Technology Infrastructure Library (ITIL), incident management can be defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service. ITIL separates incident management into six categories namely:

  1. Incident detection and recording
  2. Classification and initial support
  3. Investigation and diagnosis
  4. Resolution and recovery
  5. Incident closure
  6. Ownership, monitoring, tracking, and communication (monitoring the progress of the resolution of the incident and keeping those who are affected by the incident up to date with the status)

Incident management software will help IT teams ensure these activities are performed with ease and efficiency.

Benefits of incident management software

Benefits of incident management software

With growing customer bases and increasing end-users to support, the volume of service desk tickets is on the rise, making it harder for resource-constrained IT teams to manage and resolve them. Incidents, when left unchecked will give rise to problems which also have to be identified and tackled by help desk teams.Unchecked incidents will give rise to problems, which also have to be identified and tackled by help desk teams. From a central web console, support agents will be able to monitor and manage incident and problem tickets quickly and easily.

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How incident management software can help

How incident management software can help

Incident management software allows you set up a parent-child relationship between incident and problem tickets. When an incident ticket is raised, it can be clubbed under a related problem ticket. And when the problem ticket is closed by the technician, all related incident tickets get closed along with it. The ability to differentiate incident and problem tickets, and handle them differently is a key functionality of incident management software. Furthermore, incident management software delivers flexible automation rules to allow IT technicians to simplify service request management. This reduces considerable time and effort for support agents to manage incidents.

SolarWinds® Web Help Desk® is an easy-to-use incident management software that empowers IT pros to centralize, streamline, and manage the entire service request fulfilment process—from ticket creation to resolution.

  • Simplify service request, incident, and problem management
  • Automate IT asset discovery, management, and reporting
  • Create a parent-child relationship for incidents and problem tickets
  • Alert and report on SLA timelines and ticket status
  • Intuitive reporting dashboards to monitor technician performance and track ticket status
  • Centralized web-based interface provides dashboards for managing incident tickets
DOWNLOAD FREE TRIAL START FREE TRIAL Fully functional for 14 days

Incident management software for all businesses

Web Help Desk

  • Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error.

  • Don’t waste time responding to repetitive, run-of-the-mill questions.

  • Breaching your SLA could spell disaster for your business.

Starts at $700 No monthly fees, support unlimited end-users
DOWNLOAD FREE TRIAL Fully functional for 14 days
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