Incident Management

Incident Management System

Incident management process is an area belonging to the IT service management. The first goal of incident management is to restore the normal level of service performance and minimize as much as possible the negative impact on the organization so that service quality and availability are maintained.


Incidents that can not be resolved quickly by the computer user support, are assigned to a specialist support team. The resolution of the incident should be executed as soon as possible to restore service quickly.

The usual process of incident management is as follows:

arr Detection and recording of the incident.
arr Classification and initial support.
arr Research and diagnostics.
arr Resolution and recovery.
arr Closing the incident.
arr Monitoring, tracking and communication of the incident.

The correct implementation of a management system incidents, as well as the easy fitness of deficniciones thereof, enabling IT organizations to maintain proper delivery of services, Logar compliance in adherence to international benchmarks and meet commitments or to make service delivery levels and deliver the correct metrics for the same.

The solution Zettatek incident management is indicated for maintenance, user support and monitoring of computer security incidents for any sector. Allows you to define workflows to address issues arising from anomalies in services and equipment.

Some of its features are:

Incident management:

arr Reception: via mail, inputs by the user from a web form etc. Automatically opens a file and alerts by notification (internal, email or SMS) responsible.
arr Resolution: attention and closed immediately or planning time by type or urgency. Resource allocation. Re-assignment. Scaling. Lists state and responsible. Delays. Automatic notice who needed. Possibility of Aldair, notes, documents, emails, photos, manuals. Search database knowledge. Search indexed in any item, even within documents. Introduction hours and material used. Billing.
arr Control: automatic generation and shipping summary of the issue. Reporting and statistics by various criteria: urgency, type, contract, element, technical .. Reports invested hours. Report problematic elements. Filters and reports for periods, people, customers etc.

Preventive maintenance:

arr Planning: possibility of launching preventive maintenance items or contracts with various periodicities. weekly, monthly, quarterly and annual etc .. Once launched, we have tasks to perform at certain times. We can assign technical default or monthly. Reports and lists of tasks to perform in one set period.
arr Accomplishment: ads and listings tasks. GANTT charts. Mirroring times used and material. billing and administrative monitoring. Attach documentation, emails etc.
arr Control: reports of each action taken. Autoship. listings and statistical work done.

Contract Management and elements. SLA:

arr Inventory: Items organized by different criteria: type, departamente, contracts etc.
arr SLA: ability to save and control documentation relating to contracts and conditions of service. Reealización of maintenance and interventions in accordance with the conditions reflected in the SLA (times, emergencies, visibilities).
arr Other.
arr Agenda. Database of companies and contacts.
arr Calendar activities.
arr Mailing.

Integrating e-mail and SMS:

arr Notifications to third parties via email of actions and tasks.
arr Automatic reception of mails. SMS shipping.
arr Links: with Quality Management or Project Management. Links to other proprietary systems by specific developments: ERP, BI, etc. Blance Score Card.

Why choose our solution:

arr Centralizing information in an orderly manner.
arr Storing all your applications in one place.
arr Reducing the workload of support staff.
arr Enriching the knowledge base with each new incident.
arr Adaptation to each organization with multiple settings.
arr Tracking your support team with detailed reports.
arr Access anytime, anywhere.