An Integrated Service Desk

Incident Management Overview

The goal of Incident Management is to restore normal service as quickly as possible and therefore minimize disruption to the business. The Service Desk plays a key role in the Incident Management process.

VMware Service Manager provides:

  • The ability to define rules to ensure that calls are routed to the right person every time.
  • Automatic notification of Incident details to stakeholders and forums that have the experience required to solve the issue.
  • Real-time visibility of progress against Service Level Agreements.
  • The ability to log and track the progress of Incidents via the Customer and External Supplier portals.
  • Instant identification of potentially related Incidents, Problems and/or Known Errors.
  • Clearly defined treatment of Incidents, Major Incidents, Problems, Known Errors, Service Requests and Requests for Changes.
  • Access for external suppliers to action Incidents via a designated portal.

Key Business Benefits
  • Reduced impact of Incidents on business operations
  • Efficient cost and resource management
  • Improved customer satisfaction
  • An efficient and customer-focused Service Desk
VMware Service Manager ensures instant identification of potentially related Incidents, Problems and/or Known Errors
VMware Service Manager ensures instant identification of potentially related Incidents, Problems and/or Known Errors

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