Incident Management

ITIL Incident Management


EasyVista was designed from the ground up to support ITIL® best practices. From the vocabulary used, to the processes being managed, our focus on ITIL best practices is evident and significantly reduces the time to learn and operate our Incident Management function. Our technology allows clients to focus their time on delivering IT services, not on how to manage them.

EasyVista accelerates incident management handling

  • An easy to use and understand user interface minimizes event entry and maximizes event handling
  • Flexible incident creation – either through automated system alerts or through phone, email, web, and online
  • Integrated call routing accelerates the resolution of incidents
  • Custom navigation history
  • Personal favorites
  • Keyword based search engine, integrated with predictive search based on data within the knowledge management database speeds up the resolution process
  • Built-in and customizable incident and ticket routing based on client specific workflows and parameters
  • Team based schedule management
  • Mobile enabled management of incidents via the web browser of your iPhone, Android or Microsoft smartphone
  • Fully integrated IT Financial Management (ITFM) with built-in incident validation and the ability to automatically create departmental chargebacks
  • Automatic email response for common and recurring questions or support, with built-in multi-lingual functionality

Benefits

  • Effective management of distributed teams (roles, groups, multilingual)
  • Optimized incident management escalations, priorities and workflow
  • Integrated reporting