MSM Incident Management

The heart of your support environment

MSM's Incident Management allows customer incidents to be recorded and maintained through to completion. Once logged in MSM, a request will never be lost, forgotten or ignored.

Powerful and proactive features provide you with a wealth of information to ensure a customer request is resolved at the first point of contact.

Customer history includes:

• Last time the customer called in, who they spoke with, and what was said
• Their outstanding requests (incidents, problems, changes and tasks)
• Details about the customer: what equipment they have, what major business services/applications they use, etc.
• Any existing known errors which match their incident
• Standard check lists and questions to ask
• Knowledgebase searching quick call can be logged in less than 6 seconds
  Customers can be quickly identified by:
  . Name
  . Customer key (eg. Computer ID)
  . Telephone number
  . Telephone extension
  . Post/ZIP code
  . Location
  . Asset number
  . Department