Use Cherwell Service Management (CSM) for Incident Management to restore normal service operation as quickly as possible. The Cherwell Incident Management Module is supplied as part of the Out of the Box solution and has been Pink Verfied by Pink Elephant.
Incident Management is extemely flexible and configurable to ensure the ITSM Solution reflects your business requirements. Some key features include:
Cherwell Service Management automates the Incident Process based on record classification. For example, Cherwell automates prioritisation, assignment and escalation of Incidents based on your Incident Classification.
Role based security allows you to restrict process actions based on the users security level.
Cherwell Service Management allows you to automate your Incident logging by creating templates and template actions using Cherwell's One-Steps. These can be used to quickly log Incidents, clone or copy Incidents.
Configurable Priority, Impact and urgency matrixes, make it quick and easy for the IT Service Desk staff to allocate the correct priority and SLA to an Incident.
Easily track and monitor Incidents using detailed Service Level Agreements and Operational Agreements. Automatic actions and escalations can be triggered based on thresholds, events and target response times and resolution times. This ensures your IT Service Desk has full visibility of what is happening on the Service Desk.
Cherwell Service Management has inbuilt powerful reporting with flexible report generation. Produce management reports from historical Incident data and schedule the reports to be generated and emailed automatically. Reporting can be generated using Cherwell Reports, SQL Reporting Services, Crystal Reports or Excel Merges. It couldn't be easier.
Full historical audit log of all Incident updates and resolution activities. You configure what detail is written to the audit logs and when. Record when a field is changed or when a PC is remote controlled. All Service Desk activities are recorded based on your requirements.
Cherwell Service Management provides the ability to add Process and Procedure help to every process. This information is displayed to the staff ensuring the process is clear to them and they understand the objectives. The help uses terms and definitions aligned with ITIL terms and definitions.
Use Cherwell Service Managements flexible Knowledge Management to easily match Incidents and find trends in support to enable Problem identification.
All Processes in Cherwell Service Management are related. This allows you to link Incidents, Problems and Change Requests with each other. For example, when resolving a Problem Record, automatically close all associated Incident Records and notify customers their Incident has been resolved.
Fully integrate with Cherwell's CMDB to support the association of Incident records to CI records
Cherwell Service Management provides integration with Request Fulfilment to rapidly open Requests based on an existing Incident. Your process can automatically determine if the record is a Request or Incident based on your classifications.
Unlimited End Users means your customers can use Cherwells Self Service for self help and communication options. For example check the status of their Incidents or view outage information. They can also search Knowledge and resolve their own Incidents taking the load off your Service Desk.
Use multiple Knowledge sources for Incident diagnosis and resolution. Easily integrate with your Intranet, Wiki, Google, Technet or use Cherwells Knowledge Articles and searches.
With Cherwell Service Management (CSM) you have the option of implementing ITIL®-best practices out-of-the-box, with Incident, Problem, Change, Configuration, Release and Service Level Management, and more. Whether you run a Service Desk, Help Desk or Call Centre, Cherwell Servie Management gives you an out of the box solution. The ITIL content was designed and validated by ITIL-Certified Professionals and verified by Pink Elephant. If you choose not to fully embrace ITIL in all respects, Cherwell's unparalleled customisation lets you fit the solution to your needs, using as much or as little of our out-of-the-box content as you desire. We can even configure and implement "ITIL Starter" content to let you get your feet wet. The ITIL standards have become the de-facto best practices in this industry – we can help train your people on the best practices while helping you implement your business processes utilising the right technology.
Cherwell Service Management includes fully-integrated modules such as:
Incident Management, Problem Management, Change Management, Release Management,Configuration Management, Service Level Management, Knowledge Management, Asset Management and Asset Discovery - just to name a few.