Incident Management Software

Built on ITIL Best Practices, The Novo Service Desk provides the ability to manage the resolution of incidents within your organization. Whether it be for personnel or business related processes, incidents are efficiently tracked and managed throughout their lifecycle.

Incident Management functionality begins with the 
Novo Help Desk Software.  Optional Knowledge Base, Workflow, and PC Inventory modules shape the software into a powerful incident management tool and allow personalization to affordably meet your incident management needs. You simply purchase the modules that are right for you!  If your business needs should change additional admin seats and companion modules are just a phone call away.

Best Practices:
Incident Management Processes

Incident Detection & Recording
      Quick Point of Entry: based
      on your needs, there are three
      ways to create an incident.  

End Users (Support Customers) can:

• Phone in their issue to the Service Desk point of contact who can create an incident on the caller's behalf.
• Email the Service Desk in which case an incident can be automatically created for any end user recognized by the Novo software.
• Submit their incident via a self service portal using specific form types which include custom fields that have been predefined by by Admin Users with the appropriate role assignment..

Classification/Prioritization
       The ticket is ready for classification and prioritization. Set the system to automatically
       route incidents based on the criteria you specify.

• Determine Impact on overall business operations. Differentiate between actual
  incidents and routine service requests (non-IT failures) like forgotten passwords.
• Categorize the incident using customizable "Categories" field  (ie: Hardware/printer not printing or Application/Service not available, etc.
• Determine and set a priority or severity level for each incident. (customizable priority field allows for level names to be defined and associated to colors for in the Novo queue).
• Priorities can be set manually or by relying on pre-defined Custom Rules to manage auto-routing or auto-assignment to the appropriate staff, service group, or to notify a manager via email.

Investigation/Diagnosis
     Manage valuable information within the incident tracking system:

• Review Incident details and perform an initial assessment. Collect additional
  Information as needed. (Novo system will track any note added by end user at any
  stage of the support process).
• Use Known Error Database (Novo Knowledge Base) to "match the incident" by checking for other similar problems going on currently, as well as cataloged issues from the past. (Using features such as Search Tickets or Search Articles)
• Partner with other Support Teams or assign the incident to a higher tier for further analyzing. Each staff member involved can make notes in the Incident Form to record his or her findings. The goal is to find a permanent solution, or at least to determine a temporary workaround until the issue is fully resolved. This allows for business operations to continue while more research is done.

Resolution/Closure
      Once the incident has been successfully resolved:

• Record the details of the resolution in the Novo system. If the Incident Manager decides it is appropriate, the core information from the incident form can be captured and added to the Novo Knowledge Base for future reference. (This expands the Known Error Database and can help to expedite service restoration with regard to future incidents)
• Service Desk personnel can communicate the details of the resolution to the end user and verify that it is acceptable. (Use "Send Ticket" feature to drive email communications to the end user via the Novo system)
• Service Desk personnel can update the Status of the Incident to "Closed".