Incident Management

Incident Management focuses on restoring services to normal operation after service interruptions as quickly as possible and with minimal impact to business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

The following topics explain the features of Incident Management in Serena Service Manager.

Incident Management Overview
Incident Management Roles

Key Benefits

Incident prioritization and classification based on ITIL standards.
Graphical indicators for easier process visualization.
Incident workflow that complies with ITSM best practices.
Ability to relate existing Known Errors to new incidents.
Ability to track first call resolution rates.
Reporting dashboard to monitor possible problem areas and resolution rate.