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IT Incident Management

IT Incident Management Overview

An ITIL compliant solution, To manage the IT incident for IT service desktop agents.

According to the Wikipedia, http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library, The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.

ITIL is published in a series of books, each of which cover an IT management topic. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC). ITIL gives a detailed description of a number of important IT practices with comprehensive checklists, tasks and procedures that can be tailored to any IT organization.

IT Incident Management in SAP CRM 2007

Usually the internal employee calls the IT service agent, an incident/ticket would be recorded and be followed-up. Solution database is used for standardizing the company knowledge. The employee can place an incident/service ticket in the portal as well. Incidents would be dispatched to related agent/person responsible. An incident can be escalated as well.

Incident Creation
<Demo: Incident Creation>


Knowledge Search
<Demo: Knowledge Search for Incident Management>
Knowledge is searched, composed, and emailed to the user. If it cannot be solved with the solution by the customer her/himself, the incident can be returned or escalated.


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Last Updated@July 2009

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