Unexpected outages and service disruptions can throw operations off course. ManageEngine ServiceDesk Plus helps cut down your mean time to respond to these incidents with omnichannel detection and workflow automation that's enhanced by GenAI and predictive intelligence.
No matter the channel—email, chat, phone, virtual agent, or a self-service portal—enable users, technicians, and apps to log incidents their way and seamlessly track all interactions. Bring these incidents into a unified interface for technicians, providing full traceability and ensuring that no tickets fall through the cracks.
Those blips on your network could be the start of a major incident! With ServiceDesk Plus, you can detect these early-warning signs and anomalies from your ITOM solution and automatically log a ticket. ServiceDesk Plus integrates with OpManager, Applications Manager, Site24x7, Dynatrace, and AlarmsOne.
When handling incidents, resolving them quickly and effectively should be your top priority. The faster an issue is triaged, the faster it’s resolved. Drive AI-powered incident triage and routing with intelligent predictions that ensure every incident is properly categorized, prioritized, and lands in the right hands.
Let Zia take care of routine tasks and help IRTs speed up resolutions with AI-driven incident management capabilities. Instantly distill incident details with conversation summaries. Predict end-user sentiments and draft tailored responses with Zia's Text Assist. Generate structured post-incident reviews that document symptoms, root causes, impact, diagnostic steps, and resolution actions to help your teams better respond to incidents in the future.
Is your incident workload spiking beyond comfort? Put your incident management on autopilot. Establish standard operating procedures and playbooks for different incident types and pilot governance through prebuilt incident response workflows. Embed these visual workflows with multistage notifications to keep relevant stakeholders in the loop, trigger remediation tasks, delegate responsibilities to the right specialists, fire up automations, and incorporate manual touchpoints when needed to guide a swift response.
When dealing with incidents, it can be challenging to juggle multiple data sources during investigation. ServiceDesk Plus is a unified ITSM platform that helps pull in data from the CMDB, other incidents, problems, IT assets, and even previous changes and releases.
Define clear response and recovery times for different types of incidents by setting up customizable, multi-level SLAs, and automate proactive and reactive escalations to specific IT teams or incident responders when incident resolutions breach SLAs or mandated timelines.
Recurring lockout or VPN failure tickets can be frustrating for both users and technicians. Zia is available as a conversational virtual agent that contextually guides end users through predefined questions and responses. It can also surface the right solutions at the right time, instantly pulling relevant excerpts from various knowledge articles using retrieval-augmented generation, and integrates with ChatGPT to deliver a structured response.
Kanban boards in ServiceDesk Plus provide a visual summary of your tickets and tasks, making collaboration a breeze. You can swiftly move work items across priority levels, owners, and statuses.
Incident templates help you build comprehensive forms for reporting incidents accurately. These forms can be made dynamic with field-level automations that work based on user input.
Assign tickets and send notifications to every stakeholder at specific points with no-code automation rules. Extend the platform's capabilities and incorporate your own business logic for incident response by executing low-code scripts or pro-code serverless functions.
Prebuilt reports and dashboards in ServiceDesk Plus help you measure the popular incident KPIs and determine what's working and what's not. Plus, build your own reports and visualize them.
To learn more about how ServiceDesk Plus can help you modernize incident management with powerful workflows, talk to a product expert today.
Book your free slotITIL defines an incident as any unplanned interruption to an IT service. Incident management is the process of minimizing the impact of incidents on the business by restoring services as quickly as possible. Incident management within the ITIL framework falls under the Service Operations stage.
