| Alexxo Incident Management |
Alexxo Incident manager provides users & technician an interface for logging, recording and resolving incidents. The goal is to restore the service as quickly as possible. This is often done through a workaround or temporary fix, rather than trying to find a permanent solution. A user or technician logs in a complaint using email, phone, or Alexxo Help Desk. The technician reviews the complaint using Alexxo Incident Manager & escalates it for resolution. Detecting the underlying cause and permanent solution is the responsibility of Alexxo Problem Manager. Alexxo Incident Manager ensures that all details are recorded, so if a permanent solution is needed, Alexxo Problem Manager is able to continue once a workaround has been implemented.
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| Why use Alexxo Incident Management? |
Wherever IT services are used, technical support will always have a reactive workload dealing with reported incidents. This could include fixing faults, helping users and acting on requests. Alexxo Incident Manager provides quickest restoration of the service therefore minimizes the impact and allow the user to work as normal.
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| Features |
- Tracks defects in various versions of a software product
- Bug submissions automatically tracked from initial report through resolution
- Assignment and verification
- Escalation
- Full user guide
- Full email notification
- Q/A testing
- Service Bulletin generation
- Testers and developers can obtain current information and report software defects remotely by accessing Issue Tracker through the web.
- Anyone with a browser and the appropriate access privileges can enter defects in the database, update items and view reports.
- Your people stay connected, and informed.
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| Benefits |
- It reduces the impact of incidents within the organization.
- Incidents are dealt with quickly, before they become severe.
- Incidents can be diagnosed quickly using previous knowledge, rather than treating each event as a new one.
- Knowledge of the configuration and changes made enable the cause of incidents to be identified quickly.
- Technicians can prioritize their workloads.
- Logged incidents will be addressed and not forgotten.
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