Incident Management
The primary purpose of incident management, as defined by ITIL4, was to intervene, diagnose, resolve and troubleshoot as quickly as possible to reduce the impact of outages and malfunctions on the business. For this purpose, fast and accurate recording, prioritization and classification of events are the primary steps of the process.
With the support of the Interaction Management layer and alarm mechanisms that can be automatically received from integrated systems, the ServicCore Incident Management module makes things easier with its innovative technology for fast detection and diagnosis of incidents.
Thanks to the Servicecore event management module, which can capture not only events from users, but also events created by automatic email or integrations from systems, events that are overlooked or intervened late will become a thing of the past.
In solution research and application processes, which are the most important responsibility of incident management, this process step is accelerated thanks to the integration with the knowledge bank, which is the Servicecore internal module, and with external data banks.
With the three-layer solution architecture available only in the Servicecore Incident Management module, suggested, implemented and working solutions can be differentiated. Solutions from these layers are automatically classified in the integrated information management module and provide a much faster response to recurring events.
Close team collaboration and task management are needed during the solution research and implementation phase. Thanks to the task management features in the Servicecore Incident Management module, central incident management can be easily coordinated.
When necessary, the problem record can be automatically generated directly from the event record, thanks to the integration of temporary or permanent solutions of events with the Problem Management module. Analysis and solution studies to be made over the problem record can be quickly transferred back to the incident management module, thus speeding up the resolution of incidents.
Problems and changes arising from the event can be easily tracked in the value stream thanks to the internal association feature, and the user can see the work done on the problem in a transparent manner.
In the Servicecore Incident Management module, active effort management can also be followed by keeping work logs of all work done. All activities can be tracked retrospectively with the History tracking feature, where all transactions are tracked.
Events can be related to the Problem or Change, or similar event records can be combined (ARM®) and managed as a single event record with Auto Record Merge. Incident Linking function has been developed in order to manage related events by connecting them to each other. Duplicate recordings can thus be combined or linked quickly and efficiently. Thanks to the innovative (ATS®) Auto Time Spent feature, the time spent on an event log can be calculated automatically.
Another original Servicecore development (STE®), the Servicecore Time Engine, automates time calculation and timesheet entry of active tasks and worklogs. All innovations necessary for the comfortable working of technical personnel have been developed by service management experts and technical teams for this purpose.
Another innovation that enables technicians to collaborate easily is that event logs can be shared between technicians and users. In this way, all information about the same event record can be shared between both technical teams and users. On the other hand, thanks to the automatic mail fetcher (automatic email parser) of all correspondence (AMF®), all the meetings with both the technical team, the user and the external stakeholders are historically listed in the “Conversations” section, avoiding the confusion.
There is no need for the technical team to talk to the user and external support institutions via e-mail, and a historical knowledge is provided that allows other technicians to work on an event record to quickly master the event.
The (RCP®) Recording Control Panel has been developed to increase control over recording. Continuous and very fast updates can be made from a single panel. In this way, it is ensured that the time spent on event records is reduced. “Pining” and “Following” features have been developed for fast tracking and easy filtering. Easy use is aimed by pinning and tracking for priority works.
Asset and configuration relationship, which is one of the important issues in event records, is also made available to the technician in the event management panel. Thanks to the active asset matching, it is possible to see all the assets related to the event on a single screen and to make transactions.
