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Service
Desk Software |
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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".
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