Incident Management
ITIL process
Disruptions to day-to-day business procedures can be costly and time-consuming. vFire offers effective, easy-to-use Incident Management to ensure that normal services are restored as quickly as possible with minimum disruption.
Business benefits:
- Reduced impact of Incidents on business operations
- Efficient cost and resource management
- Improved customer satisfaction
- An efficient and customer-focused Service Desk
vFire provides:
- simple, intuitive Incident and Major Incident logging.
- a powerful screen designer and automated rules assignment and notifications. the ability to link related items.
- Service Level Agreement (SLA) Management, including SLA timers and a ‘traffic light’ system designed to monitor SLA compliance.
- interaction with the Knowledge Bank to promote information sharing, leading to quicker resolution.
- the ability to log and track the progress of Incidents via the Customer Portal.
Logging an Incident
From logging to tracking in seconds Using vFire Officer, users can log an Incident quickly and immediately see traffic light feedback as the issue is tracked.
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