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Incident Management
Resolve service disruptions more quickly
Reduce response time
Incident Management enables quick response to emerging issues – disruptions are promptly registered and addressed.
INCIDENT MANAGEMENT
Capabilities
Ensure smooth operations and enhance the quality of IT services by resolving disruptions more efficiently.
Omnichannel Support
Enable employees to report incidents through their preferred channel. OTOBO allows to create incident tickets via email, phone or the self-service portal, which you can integrate into the organization’s intranet or website. Incoming emails are automatically converted into tickets.
Automatically prioritize tickets
OTOBO automatically prioritizes reports registered via the self-service portal, automatically routes them to the appropriate support team, automatically assigns valid SLAs, and groups tickets for analysis and reporting purposes.
Tickets documented over the phone are manually prioritized by service agents. Additional attributes can be assigned to further classify tickets.
Integrated Knowledge Base
Closely integrated with Incident Management, the knowledge database assists service teams in searching for previously documented solutions while handling an incident. Employees receive suggestions for solutions from the knowledge database while creating an incident report via the self-service portal or can independently research solutions without needing to wait for the service team. This shortens resolution time and improves service quality.
Dashboard and reports provide detailed insights into your IT service desk’ performance
Keep track of the performance of your IT Service Desk at all times. The dashboard provides responsible managers and service agents with an overview of key performance metrics and all tickets, including priority, status, assignee, and progress.
Swiftly respond to and resolve major incidents to bring business critical services back up
Serious disruptions to critical services require an immediate and coordinated response to minimize the impact on your business operations and restore the affected services or systems as quickly as possible.
With OTOBO, you can define custom Major Incident processes, individual escalations, and automatic notifications to handle disruptions of this category separately and ensure a swift resolution.
Bundle multiple reports on one topic into a single master ticket
When something goes wrong, user feedback is rarely long in coming. Unburden your service team from manually tackling the ensuing flood of tickets by consolidating incident reports with the same root cause into one master incident ticket.
All incidents (slave tickets) in OTOBO are linked to the master incident ticket. When your team resolves the master incident ticket, all slave tickets automatically change into the same status and their respective creators are informed. Your service management team saves a lot of time.
Monitor and comply with Service Level Agreements (SLA)
Monitor service quality using Service-Level Agreements (SLAs). SLAs provide the ability to set response and resolution times, establish multi-level escalations based on work calendars, and incorporate template-based notifications that are automatically sent upon reaching certain thresholds or statuses.
Automatic notifications
Timely, transparent communication is key. Keep employees updated and inform them about the incident status and progress. From automatic acknowledgment of receipt to providing the solution, using prepared auto-responses and notifications saves your service team a lot of time and ensures professional communication.
Customer Satisfaction Surveys
Enhance service quality based on feedback from your employees. OTOBO allows configuration of automatic satisfaction surveys, such as CSAT inquiries, which are automatically sent to the incident creator upon ticket completion or after a defined period of time.
SCALABLE PLATFORM
Integrated Incident Management
IT Service Management (ITSM)
OTOBO Incident Management is closely integrated with other ITIL® processes such as Problem Management, Change Management, Configuration Management, and Service Level Management. It facilitates seamless collaboration between ITSM teams to effectively manage incidents and achieve long-term improvements.
Customer Service Management (CSM)
By swiftly delivering solutions for disrupted services and maintaining transparent communication regarding the progress of resolution, you ensure smooth business operations, meet customer expectations, and contribute to higher customer satisfaction.
Enterprise Service Management (ESM)
Integrated Incident Management ensures that disruptions to both internal and externally provided enterprise services are promptly and effectively resolved. It helps enhance productivity and efficiency across the organization.
SERVICE EXCELLENCE