Improvements for the Incident Management process

The service desk can improve the incident management process using information gathered within the platform.

In addition to the data stored within the incident record, the administrator can enable auditing, which allows for an accurate review of the history of the issue.

The following plugins allow for further investigation and analysis of incidents:

Table 1. Incident information plugins
Plugin Definition
Metric Definition Define the metrics to monitor within the system. With these metrics, and the information within the database, it is possible to generate reports that can be added to homepages or automatically generated and distributed.
Database views Join tables for reporting purposes. For example, a database view can join the Incident table to the Metric Definition and Metric Instance tables for reporting and analysis.
Vendor ticketing Add vendor data to incidents and integrate with vendor performance.

Using this information, it is possible to refine automatic rules such as the assignment rules, service level agreements, or inactivity monitors to better suit the unique environment of the service desk.

Unnecessary incidents can be avoided by encouraging users to consult the knowledge base before creating an incident. The related search results function in the Incident form assists with this strategy.