Incident Management Solution
ScriptLogic has bundled three of our products, BridgeTrak® Help Desk, Desktop Authority® Remote Management Gateway™, and Desktop Authority® Password Self-Service™ for a unique, efficient, and secure Incident Management Solution. The Incident Management Solution gives users the ability to manage and resolve issues themselves, and allows administrators to better manage, track, and prioritize issues.
With ScriptLogic’s Incident Management Solution, users have the ability to create, view and escalate tickets, as well as search knowledge base articles for self service. After the incident is closed, an additional KB article can be created, extending the self service function for future issues. In addition, passwords can be configured, deployed and reset—without help desk involvement.
Through our web-based secure administration console, administrators can remotely control and manage computer-based issues users anywhere, anytime—even outside the network.
When combined with our award-winning product, Desktop Authority®, administrators can proactively and responsively manage user environments to reduce incidents and update the user environment to further prevent incidents.
Features and Benefits
Complementing the product features in ScriptLogic’s Incident Management Solution: BridgeTrak Help Desk, Desktop Authority Remote Management Gateway, and Desktop Authority Password Self-Service, the solution also provides a comprehensive continuum of service improvement within the help desk and self-service environments.
- Prevent:
By promoting user self service to reduce incidents & increase help desk productivity
° Users create, view and escalate help desk tickets
° User Knowledge Base in BridgeTrak prevents calls into help desk
° Password Self-Service reduces calls for password issues
- Manage
Proactively manage the capturing, prioritizing and processing of incidents
° Notification of issue and acknowledgement of receipt
° Identify issue and importance of problem
° Resource assignment
° Record and publish resolution for future reference
- Respond
Resolve incidents quickly and efficiently, minimizing downtime
° Drive users towards issue resolution through self-service Knowledge Base
° Remotely troubleshoot and resolve issues
° Continually updates the user environment to prevent further incidents
|
Management