Efficiently handle customer requests for an exceptional customer experience
ITIL Incident management process definition
According to the ITIL (Information Technology Infrastructure Library) framework, an incident is defined as any unplanned interruption or reduction in the quality of an IT service. It can also refer to a failure of a configuration item that has not yet impacted a service. Incidents can be caused by various factors, such as hardware or software faults, network errors, or human errors.
The ITIL Incident Management process is one that aims to restore normal service operations as quickly as possible and minimize the adverse impact on business operations, ensuring that the agreed levels of service quality are maintained. This process involves identifying, logging, categorizing, prioritizing, diagnosing, resolving, and closing incidents. It is also responsible for communicating with the affected users and keeping them informed about the status of their incidents.
Incident Management within Marval MSM
Use MSM's innovative approach to handle customer requests. By entering just a few simple pieces of information about the customer and their issue, you'll have everything you need to deliver an excellent customer experience.
The MSM incident process guides you through the complete lifecycle, from initial identification, recording, classification, and investigation, to resolution, call closure and communication. The process is fully integrated with related processes such as knowledge, configuration, service-level management reporting, and real-time dashboards.
- Instant snapshot of the customer's current situation
- Innovative business rules engine
- Instant access to customer details and call histories
- Useful knowledge items, FAQs, and checklists are automatically presented
- Best specialist and team selected from the skills matrix
- Easily link incidents to problems
- Meaningful reports and dashboards