InsTILTM Incident Management
Incident management is the first step towards quality IT support and gaining the confidence of the users. InsTIL Incident Management is the right product for Organizations having the need to record and track incidents throughout their life cycle. Combined with the Service Desk function, the product complies with the Incident management process of ITIL. It works on top of the "InsTIL Asset" Product.
- Reports of dissatisfied users.
- No Proper incident recording process or tools in place.
- Difficulty in prioritizing the calls.
- Recurring incidents.
- Confusion in the roles & responsibilities of the IT team.
- Lack of clarity in deliverables to the users.
- An incident takes longer time to resolve.
- Users complain of Lack of ownership.
- Non availability of Knowledge base (KB).
- Unable to measure the productivity of the IT team.
- Non availability of incident reports.
- Dashboard of Users, Service Desk, Technician and IT manager.
- Supports Recording, Classification, Assigning and Updating incidents.
- Facility to match similar incidents.
- Self service portal option for users to log incidents and Service requests (Password reset etc).
- Facility to attach screen shots of errors.
- Facility to obtain approvals for certain Service requests such as Software installation request. Manager Synchronization from Active directory.
- Supports the following SLA types. SLA settings for both response and resolution.
- User SLA - For Directors, Managers, Staff etc.
- Asset SLA - For Data centre, User Assets.
- Severity SLA - SLA based on impact to the business.
- Project SLA - SLA for project end date.
- Vendor SLA - SLA with the vendor Benefits
- Facility to assign multiple technicians for a single incident in parallel or serial mode.
- Provision for sending clarifications to users and getting their reply, while attending to the incidents.
- Supports creation and access to FAQ and Knowledge base.
- Built in "Remote Desktop" agent for Keyboard, Video and mouse sharing.
- Facility to log check-in and check-out dates with time which estimates the time taken to complete the incident.
- Users can provide feedback on completion and either close (satisfied) or re-open (dissatisfied) the incident.
- Alerts on SLAs not met on time.
- Facility to define repeated preventive maintenance tasks and receive alerts.
- Reduced incidents.
- Real time tracking of incidents throughout the lifecycle.
- Enables prioritization based on urgency and impact.
- Satisfied users and positive perception on the IT team.
- Clearer Roles & responsibilities and hence ownership assured.
- Availability of the Knowledge base increases the confidence of the IT team.
- Productivity is measured.
- Integrated "Remote desktop agent" ensures faster diagnosis and resolution without the need to leave the seat.
- Trend analysis supports forecasting and scope for improvement.
- Integration with ADS eliminates a separate user-id and password for accessing the application.
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Like to see new features in our future releases ? We welcome your suggestions and feature requests. Please fill the form below and click the submit button. Thanks for helping us to make InsTIL better.
Request Improvements
Like to see new features in our future releases ? We welcome your suggestions and feature requests. Please fill the form below and click the submit button. Thanks for helping us to make InsTIL better.
