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