Incident Tracking and Problem Management

Lost records, late responses, misdirected approvals, and duplicate calls can decrease an IT service desk's response time and result in long and costly remediation processes. Ineffective incident and problem management systems can also lead to non-compliance with regulatory legislation for IT security.

Electronic service call management systems eliminate the inefficiencies of paper and legacy systems and enable your organization to take a proactive approach to meeting service levels.

TrackWise IT Incident and Problem Management Solutions

TrackWise software enables IT organizations to achieve faster issue resolution, greater system uptime, maximum user productivity, and higher returns on IT investments (ROI) by improving the incident and problem management process.

TrackWise centralizes management of all IT issues and incidents and proactively directs each item through a preconfigured workflow from intake to completion, ensuring that all steps are completed as required. Integrated reporting and a 24/7 business rules engine that escalates latent issues helps promote visibility and ensure that tasks are completed on time.

TrackWise is a highly flexible tool that is easily configurable to meet your IT organization's unique SOPs and compliance requirements, providing maximum flexibility to improve operations. As a result, both IT staff and management gain visibility and control of the overall health of the technology infrastructure.

Challenge	TrackWise Solution
Ensuring rapid response and closure to incidents and changes	TrackWise captures and monitors all incidents, requests, and problems in a centralized system. Its flexible workflow engine routes work assignments to appropriate parties for immediate action.
Increasing visibility of open issues	Dashboards provide help desk staff an overview of outstanding assignments ranked by impact and priority. Managers review key performance indicators to ensure service levels and commitments are being met.
Escalating past due incidents and problems based on pre-defined parameters and service levels	TrackWise's 24/7 business rules engine escalates overdue items priority level, service level, time open, number of days past due, and based on any other parameter.
Integrating incident and problem management into the broader IT Service Management system	TrackWise enables users to request changes as a result of incidents, search for similar problems, and create tasks and action requests with ease. TrackWise is also equipped with a suite of integration tools for interfacing with other systems.
Automating scheduling of recurring service issues	TrackWise's 24/7 business rules engine automatically schedules recurring tasks such as upgrades, system checks, and administrative items.
Increasing ROI with an easily-deployable platform	TrackWise is a 100% web-based solution that is accessed via a web browser, eliminating the time and cost required to install and support client-based applications. TrackWise software enables easy deployment of flexible workflows out of the box with no custom coding required.