RMS Services • Market leaders in resource management solutions throughout Europe • Thornbury, Bristol

RMS Services ITIL Incident Management

The primary goal of the Incident Management process is to restore normal operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring the best possible levels of service quality and availability are maintained.

The RMS solution supports this by:

• Integration with monitoring tools, with event correlation and filtering, to ensure rapid notification of any service impact
• Identification of SLA and priority by user, service and device, ensuring alignment to business priorities
• Automatic assignment of incidents to appropriate teams based on defined workflow
• Automated communication to the end user based as incident is progress, increasing efficiency of staff
• Automatic logging of emails from end users as incidents, increasing staff efficiency
• Automated escalation procedures based on defined working calendar for that SLA and priority
• Management information on team and user performance to help make improvements to process
• Identification of training requirements from end user and type of call analysis
• Checklists to ensure capture of relevant information, based on the type of call, speeding incident resolution and defining incident model
• Efficient Major Incident processing
• Access to Knowledge Base and Known Errors to aid resolution