incident management
Innovative XaaS and IT Management Solutions
Get ITSM-compatible
incident management out-of-the-box
Accelerate ticket resolution with Innovative XaaS and IT Management Solutions ITSM incident management through smart automation.
Enhance efficiency and improve response times, ensuring that your organization effectively addresses incidents and minimizes downtime.
Enhance efficiency and improve response times, ensuring that your organization effectively addresses incidents and minimizes downtime.
Get ITSM-compatible incident management out-of-the-box
– Offer end users multi-channel support by allowing them to create tickets via email, phone calls, and a web-based self-service portal. Automatically convert emails to tickets.
– Manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses.
– Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
– Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths.
– Manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses.
– Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
– Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths.
Automate Ticket Workflow Process, Improve IT Help Desk Efficiency
– Automate every step of the ticket life cycle right from categorization to technician assignment by using business rules.
– Make sure that no ticket is left unassigned by automatically assigning tickets to technicians based on round robin or load balancing auto assign models.
– Communicate better with end users with automated notifications that use custom email templates.
– Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.
– Make sure that no ticket is left unassigned by automatically assigning tickets to technicians based on round robin or load balancing auto assign models.
– Communicate better with end users with automated notifications that use custom email templates.
– Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.
Meet SLAs on time, Guarantee End-User Satisfaction
– Improve resolution times by assigning incidents to technicians as soon as they are logged into the help desk software.
– Prevent SLA violations by enabling multi-level proactive response and resolution escalations.
– Keep end users informed at every step of the incident management process using automated notifications.
– Increase the end-user visibility of incident status and progress by providing information in the self-service portal.
– Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.
– Prevent SLA violations by enabling multi-level proactive response and resolution escalations.
– Keep end users informed at every step of the incident management process using automated notifications.
– Increase the end-user visibility of incident status and progress by providing information in the self-service portal.
– Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.
Solve IT Incidents Faster, Enhance Service Quality with the Knowledge Base
– Integrate incident management with a well structured and easy to build knowledge base.
– Publish knowledge base articles in the self-service portals to reduce the flow of incidents into the help desk.
– Improve turnaround times and resolution quality by maintaining a knowledge base of advanced technical solutions exclusively for, and limited to, technicians.
– Maintain the quality of knowledge base articles with an efficient approval process.
– Publish knowledge base articles in the self-service portals to reduce the flow of incidents into the help desk.
– Improve turnaround times and resolution quality by maintaining a knowledge base of advanced technical solutions exclusively for, and limited to, technicians.
– Maintain the quality of knowledge base articles with an efficient approval process.
Innovative XaaS and
IT Management Solutions Architecture
Key Challenges Addressed by
Innovative XaaS and IT Management Solutions:
Rising Cyber
Threats
Protect exposed networks as businesses shift online, eliminating vulnerabilities with proactive threat detection.
Complex Tech Demands
Simplify operations with a unified platform that adapts to new technologies, reducing the burden on IT teams.
Workload Overload
Automate repetitive tasks like log analysis, configuration management, and performance tuning.
Skill Gaps
Leverage expert-driven solutions and a user-friendly portal to bridge talent shortages and standardize operations.
Smart essentials to make your ITSM wholesome
Make service management cross the boundary from IT to other business processes with the ITSM
ITSM Platform
Overview:
ITSM is the “heart” of the Innovative XaaS and IT Management Solutions, serving as the core platform for managing customer network issues and incident reporting effectively. It provides a standardized operational method for Innovative XaaS and IT Management Solutions.
Key Features:
24/7 Instant Ticket Creation and Response:
Experience rapid ticket creation and processing that aligns with customer service agreements. Receive updates via email, SMS, and WeChat, while also allowing for web-based ticket tracking and history retrieval.
Network Management System (NMS)
Core Functionality:
The Network Management System is the central feature of the Innovative XaaS and IT Management Solutions, focusing on the operational stability and security monitoring of network devices. With 24/7 monitoring of customer-connected devices, it triggers response rules for instant ticket creation, connecting engineers to resolve issues and inform users.
EventLog Analyzer Platform (ELA)
Security Analysis Tool:
EventLog Analyzer Platform is a critical component of the S.NOC solution for network security analysis. It collects logs from servers, network devices, security equipment, and application systems to conduct thorough security assessments.
The platform offers compliance checks for network security and performs standard baseline security evaluations on devices. It integrates with the ITSM system to set response rules for instant ticket creation, facilitating timely issue resolution and user notifications.
Why Choose Innovative XaaS and IT Management Solutions?
Unlocking Your Business Potential
24/7 Network Monitoring
Continuous oversight of devices, traffic, and logs for instant anomaly detection.
Cloud-Based ITSM Platform
Automate workflows, generate real-time reports, and resolve incidents faster.
Private Operations Portal
Track every action with a dedicated dashboard for audits, compliance, and transparency.
Scalable
Security
Security
Stay ahead of threats with AI-driven analytics and adaptive response protocols.
Contact Us
You’re not a customer yet and would like to discuss our services?
Join Our Global
Cybersecurity Alliance
Whether you’re an enterprise seeking protection or a tech provider expanding capabilities, let’s build safer digital ecosystems.