Incident Management
Faster incident response and resolution
When something in your infrastructure goes wrong, time becomes your enemy. The longer it takes to resolve an incident, the more costly it becomes – both in term of your technicians’ time and lost user productivity. SPECTRA Incident Management automates the entire incident resolution lifecycle, from the time a service disruption is reported through final service restoration. It promotes maximum technician efficiency by delivering in-depth CI information to help resolve incidents faster and achieve service level agreement (SLA) targets.SPECTRA Incident Management uses ITIL specifications to help classify incidents by category, urgency, priority, impact and severity, and then automatically routes each incident to the most appropriate technician or support group. By prioritizing, assigning, monitoring and escalating incidents, SPECTRA Incident Management helps you concentrate on the most critical issues first, and ensures that open incidents don’t get stalled at any stage.
Incident Management includes powerful out-of-box categorization, as well as routing and escalation workflows that can be triggered based on criteria such as SLA, impact, urgency, CI, location, or customer. Once an incident is resolved, Incident Management provides an automated feedback loop to validate the solution and capture it for future use. It also helps you monitor whether service level objectives are being met, and alerts you when business rules are violated.
