Incident Tracking Software
Simplify & Automate Incident Management with Web Help Desk
Simplify incident lifecycles with incident tracking software
With the implementation of focused incident management policies, teamed with SolarWinds® Web Help Desk® (WHD), you can help simplify the entire incident lifecycle, from creation and assignment, SLA monitoring, and escalation to the association of incidents with problem tickets.
With SolarWinds WHD, you can improve end-user care and issue and trend tracking. From one centralized location, you can monitor and manage incident and problem tickets quickly and easily.
Streamline the incident tracking process
SolarWinds WHD incident tracking software is built to deliver flexible automation rules to allow technicians to simplify service request progression, which can reduce the time and effort support agents spend managing incidents.
Web Help Desk is designed to be an easy-to-install, easy-to-use incident management solution enabling users to centralize, manage, optimize, and monitor the entire service request fulfillment process, from ticket creation to resolution.
Ensure high quality of service
Without the right incident management solution in place, it’s not uncommon to see a downturn in the quality of service provided as the volume of service requests increase. Technicians go into a “firefighting” mode, addressing what incidents they can, when they can.
With workflow support, customer touchpoints, and ticketing organization, WHD is designed to help teams more quickly address incidents while keeping customers in the loop. Built-in ticketing stats and reports can also help provide performance insights, so you can ensure your team is providing excellent service.
Easily link related incident and problem tickets
The ability to easily manage and resolve both incident and problem ticket types is a key functionality of scalable incident tracking software.
SolarWinds Web Help Desk incident management software is designed to allow you set up parent-child relationship between incidents and their associated problem tickets. When an incident ticket is opened, it can be tied to a related problem ticket. Once the problem ticket has been resolved and closed, related incident tickets close automatically.
Get More on Incident Tracking Software
Do you find yourself asking…
Information Technology Infrastructure Library (ITIL) guidelines define an incident as an unplanned interruption to an IT service resulting in a reduction in the quality of that service. The process of managing and remedying those ITIL incidents, from when you first log them to when they’re eventually resolved, is called ITIL incident management.
An incident can be the result of any kind of service failure or interruption. In some cases, the cause of an incident is apparent right away and can be addressed very quickly, meaning no further action is needed. In many cases, though, the cause is unclear, meaning more time needs to be allotted to determining the cause of the incident and to resolving it. In cases like these, it’s particularly important to be able to assign priority levels for the incidents based on both urgency and on the impact of the interruption.
The goal of incident management is to restore your IT service to normal as quickly as possible and attempt to minimize the impact the interruption has on your business operations. This helps you ensure the best possible level of service availability and quality is available to your customers, you’re not in breach of your service level agreement (SLA), and you provide the “normal service operation” level as defined in the SLA.
Information Technology Infrastructure Library (ITIL) guidelines define an incident as an unplanned interruption to an IT service resulting in a reduction in the quality of that service. The process of managing and remedying those ITIL incidents, from when you first log them to when they’re eventually resolved, is called ITIL incident management.
An incident can be the result of any kind of service failure or interruption. In some cases, the cause of an incident is apparent right away and can be addressed very quickly, meaning no further action is needed. In many cases, though, the cause is unclear, meaning more time needs to be allotted to determining the cause of the incident and to resolving it. In cases like these, it’s particularly important to be able to assign priority levels for the incidents based on both urgency and on the impact of the interruption.
The goal of incident management is to restore your IT service to normal as quickly as possible and attempt to minimize the impact the interruption has on your business operations. This helps you ensure the best possible level of service availability and quality is available to your customers, you’re not in breach of your service level agreement (SLA), and you provide the “normal service operation” level as defined in the SLA.
Looking for more? Upgrade to an ITIL-ready, service experience.
Try SolarWinds Service Desk for more functionality in asset and service management.
- Full ITIL suite (incident, problem, change, release) paired with customizable automation
- Automated asset discovery with integrated CMDB for real-time impact on technology and services
- Powerful service catalog workflow engine and a user-friendly service portal