Quickly Restore Service

“The Incident Management process aims to restore normal service operation as quickly as possible and minimize the adverse impact on the business. This ensures that the best possible levels of service quality and availability are maintained.”

The out-of-the-box capabilities of LiveTime are aligned with key elements of the Incident Management Process defined by ITIL 3. Specifically, incoming incidents can be submitted by the customer, the service desk staff, or via third party applications using the LiveTime Web Services gateway and closed loop email management.

Workflow Design

Organizations are free to define Incident workflows using a combination of states and transitions. Configurable business rules defined in the LiveTime escalation engine optimally dispatch incidents to the most appropriate specialist, with follow up notifications that ensure the fastest path to resolution.

Instant access Support technicians using LiveTime gain immediate access to all information that relates to an incident, this includes an audit trail of all actions, resources used and notes, a complete client history and configuration item information directly from LiveTime’s integrated CMDB. Knowledge base articles can be created directly from incident solutions and accessed at any time to help resolve support issues quickly and consistently. Problems and change requests (RFCs) can also be generated from the Service Desk, which allows the Incident team to communicate effortlessly with other service management teams.