Our Resolution™ product will meet your organization's incident management needs head-on with our integrated ITIL-based incident and problem management technology.
Product Features
Incident Management
We'll provide you with a 360 degree view of your incidents, problems, change requests, and assets with a single solution. By managing the entire incident lifecycle, we'll make sure that as incidents are resolved through the request for changes process, open incidents are updated and solutions are verified with the customer.
Interaction Management
All customer requests are managed in one central interface – whether they're called in by phone, in an e-mail message, or through the interface itself, our solution will assign tasks, manage issues, and make sure your issue efficiently.
Reporting
Resolution™ manages the full lifecycle of reporting, from the initial incident report and the resulting interactions to completion. We'll provide you with all the tools your staff will need to document, capture, and update information about a customer's reported issue. Solutions are automatically captured and reused when issues recur and reports on overall service desk performance are easily generated.
Answer Center
Think of our answer center as the central triage command center for all issues. From here, you'll be able to search all commonly asked questions by keyword, category, and popularity.
Work Flow
Our best-of breed-workflow component is ITIL compliant, including default, built-in workflows, or a customized workflow to meet your business's specific processes.