Remedy Incident and Problem Management

Provide best-practice-based ITIL incident and problem management across the digital enterprise

Remedy-Incident-Pro-Management-banner-screenshotAutomate incident and problem management workflow to reduce the number of incidents handled, improve resolution times, and prevent future incidents. Based on ITIL® best practices, Remedy Incident and Problem Management 9 capabilities give IT comprehensive visibility into the vital connections between IT infrastructure and business services.

  • Integrate all IT service support functions, including change, asset, service-level, service-request, identity, and knowledge management.
  • Achieve lower call volumes with business user self-service capabilities of MyIT.
  • Gain direct visibility into business priorities through integration with a single CMDB.
  • Align to ITIL best practices quickly and cost-effectively with expert services, comprehensive training, and out-of-the-box ITIL processes.

 

ITIL CMDB visibility
See how incidents and problems impact critical business services with Atrium Configuration Management Database (CMDB).

Out-of-the-box incident resolution
Efficient resolution of incidents via auto-assignment, incident enrichment, proactive incident matching and knowledge search, team collaboration, impact analysis and other workflow automation.

Variety of intake options
Options for intake of new incidents include self-service, chat, social, registration by Service Desk agents, email, and web services.

Best-practice problem management
Identify and remove defects from the IT infrastructure to eliminate recurring incidents and stabilize the environment.

Minimized downtime
Root cause analysis is accelerated via auto-assignment, service impact analysis, insight into configuration data (CMDB), and other workflow automation.

Proactive business insight
KPI dashboards and process-specific reports provide valuable insight to prioritize resources and actions to resolve incidents with the highest business impact first.

 

Take a closer look: 

  • Powerful, proven workflow engine enabling automation of incident and problem processes
  • Intuitive user experience for rapid incident and problem creation and closure
  • Reduced call volumes by providing business users MyIT self-service capabilities
  • Multi-tenant architecture supporting service desk consolidation for global enterprises
  • Built-in process flow taskbar and interactive process model based on ITIL
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