"Incident management aims to restore normal service operation as quickly as possible and minimise the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained."
Information Technology Infrastructure Library (ITIL) for IT Service Management (ITSM) of Incidents
"From multiple Incident Request Types, rule-defined assignment to Agents, tracking of actions, clearance and return to service details, linking to Problem requests, auto-suggestion of escalation and resolution via Knowledge Base, with overview at all times. "
NetHelpDesk ITIL Compliance Team
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.