Incident management

The aim of Incident management is to register, plan and monitor incoming problems of users and assign these calls to an operator. TOPdesk uses the ITIL methodology to do this. Incident management simplifies the process from registration to closure of these calls (incidents). More incidents can thus be processed in a shorter period of time, easing the pressure on the service desk.

Simple registration of calls

Calls are logged as first line, second line and partial incidents in Incident management. First line incidents are relatively simple in nature and can be processed within a short period of time. When a call cannot be processed in the first line, it can be transferred to the second line. A specialist can then be appointed to resolve the problem further. If several different actions need to be undertaken, the incident can be divided up into partial incidents.

The various data, including the type of call, categorisation, description, priority, processing and the configuration item are registered on the Incident card. The name of the caller can be selected via a link with the staff file. Filling in the various data happens by means of 'filling in automatically' and searchlists. The time that you need to register the problem is considerably reduced as a result, so that you can handle the incident in a shorter period of time.

Monitor your incidents at any time of day

Via the To do list the specialist (operator) is kept up to date on the incidents assigned to him or her. The To do list provides a clear overview of all current incidents, whereby you can easily determine the priority of your incidents.

Insight into detailed data with one click of a button

TOPdesk is a relational database containing fields that are linked to other cards in TOPdesk. Using the right mouse button you can open the Staff card of a caller from the Incident card for example. You can quickly gain insight into the data of the caller. You can also acquire an overview of all incidents that have been registered by the caller.

Determine the planning of incidents quickly and easily

Each incident is assigned a certain priority. You can indicate how serious the malfunction is. You can also determine the duration, in turn indicating the urgency of the incident. Once you have determined the duration, TOPdesk automatically calculates the target date on the basis of the opening times of your help desk. Each incident is assigned to an operator or operator group. When an incident has been resolved to satisfaction, the operator closes it.

Send messages automatically to those involved

As a component of the basic application TOPdesk can manually or automatically send emails. Those involved are kept up to date on the status of an incident. An email can be sent to the caller as soon as an incident is closed.

Resolve incidents using the Knowledge base and Standard solutions

TOPdesk offers you the option to build up a so-called database of knowledge in the Knowledge base. The Knowledge base is accessible from an incident. In the Knowledge base you can search for recurring and or known problems and find a solution. This function enables you to considerably reduce your workload as recurring calls can be resolved in a very short period of time.

Standard solutions are used to record solutions for recurring calls. Standard solutions are linked to a specific type of incident and TOPdesk indicates when a Standard solutions is relevant to an incident. Applying a Standard solution to an incident can save you much time.

Integration of other modules with Incident management

TOPdesk is a system built up of modules: Service Level Management and Event management, for instance, are modules that can easily be linked to Incident management. If an incident complies with the conditions that have been set up for an SLA for example, the SLA button will be active in an Incident card. By clicking the SLA button, you can choose an SLA that applies to the incident. The Incident card will then be automatically filled in further. You can read more about the various modules on the respective module pages.