Incident Management System (IMS)




Incident management is a term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence

Typical Feature Set includes the following
  1. Ability to track, document, manage, resolve, and report incidents.
  2. Automatic generation of incidents from email, chat, SMS, and self-service portal
  3. Automatic ticket routing, categorization, incident closure, and more.
  4. Automatic incident prioritization/ticket categorization based on impact and urgency.
  5. Automatic Alert and Notification
  6. Configurable Incident Forms - Customizable and predefined forms and templates
  7. Incident based on Custom or Predefined Workflows
  8. Escalation Matrix with SLA Management
  9. Extensive Documentation
  10. Instant Communication/Live chat
  11. Live Mapping
  12. Immediate Dispatch Mechanism
  13. Automated user satisfaction surveys to collect feedback from end users.
  14. Audit Logs/Incident History
  15. Tabular Reports and BI Dashboards