Incident Manager at a Glance

Valuemation Incident Manager supports your IT service desk in efficiently correcting faults and malfunctions and in restoring the availability of services and applications as fast as possible. An 'Incident' can be defined as an unplanned interruption or reduction in quality of an IT service. Incidents are systematically recorded and handled based on standardized processes. Using this Incident Management support, you will greatly increase the service quality and efficiency of your service desk and lower your immediate service costs as well as any subsequent, downstream costs that might arise from SLA violations.

• Valuemation Incident, Problem and Change Managers register all problems and requests received from customers. These are referred to as Tickets. Incident Manager deals with tickets of the Incident Ticket Class.
• Individual steps involved in documenting a ticket are called Ticket Descriptions.
  These describe the process from problem identification to establishing what steps are required to solve the ticket. Another objects assigned to a Ticket are so called Ticket Activities. An Activity is a step in the process of solving a ticket.
• Valuemation Incident, Problem and Change Managers allow the user to classify a Ticket in a number of ways. For instance, there is Ticket Type that classifies the Ticket in a general manner. Ticket Type is also used to determine who should be responsible for solving the Ticket.
• Impact, Urgency and Priority express how important it is to solve the ticket in relation to other tickets.