Easy and rapid creation of incidents with templates. Automated routing and notification. Visual impact analysis to restore service and minimize business impact.
Coordinate complex problem investigations. Link related records, configuration items, and changes. Track the history of problem investigation.
Plan changes to reduce service outages. Manage assessments and approvals. Link related items such as configuration items, problems, solution articles and incidents. Audit change history.
Empower end users for self-service. Submit requests and track progress and feedback. Personalize interfaces for efficiency. Automate approvals.
Define, develop, and publish IT services. Manage service level agreements (SLAs) and service level targets to meet business needs. Link contracts to related services and incidents to track achievement.
Make key information readily available to users. Create different knowledge bases for different users. Link knowledge to incidents and other records to provide detail.