Identification & Logging
Incidents arise from a failure or interruption of a technology system/service or of an asset. Incidents created from one of the following:
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User phone call
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Asset email to parser
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Technology system email to parser
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Self service web interface
Classification
Classifying incidents is an important step towards understanding the sources of your incidents. By activating from one to four levels of incident classification you can get as detailed as you like. By identifying the root cause of each incident you are one step closer to full Incident Management. Incident types can be customized based on the team each technician is in so the Revelation interface will present only the relevant options to each technical staff member.
Auto Assignment
Business assignment rules, incident templates and self service quick tickets all serve to quickly, easily and automatically assign incoming incidents to the appropriate staff.
Incident Prioritization
Each incident will affect your organization differently. By defining the priority based on the overall impact and relative urgency of the incident you can normalize impact it has on the organization as a whole. Revelation lets you assign priorities manually or automatically. You can also define up to nine priorities in each priority set and can have unlimited priority sets.
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Manual prioritization - Each major category of incident type can have its own set of priorities so your staff will only need to choose from the appropriate priorities for that type.
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Automatic prioritization - Through the use of default priority settings per primary incident category and incident templates, Revelation will auto-assign the appropriate priority to incoming incidents. If needed – this automatic assignment can be overridden. Revelation will log this change with a time/date/name stamp in the incident history.
Diagnosis
As your technical staff go through the process of diagnosing the incident and discovering its root cause – all activity and notes will be added to the incident. Revelation will add a date/time/name stamp to each note and display them in chronological order. By recording full detail on each symptom Revelation’s intelligent knowledgebase will automatically search and display all relevant articles/solutions. This will streamline the process of resolving the incident and communicating the resolution to the end user.
Escalation
Revelation fully supports a multi-tiered approach to incident resolution. If the initially assigned support engineer is unable to resolve the incident, it can be reassigned to the second-level support. This process will continue until the incident is resolved. Revelation’s service level agreements ensure this process is handled in a timely fashion. By allowing you to specify response and resolve times per priority level, the SLA will determine when the next action is due and define an ‘at-risk’ point prior to each ‘due date’ so that your staff will be alerted prior to the incident going late. There is also an auto-escalate process which can automatically move the incident if it is abandoned by the assigned staff member. All incident reassignments are auto-entered into the incident history with date/time/name stamps.
Resolution
After identifying the root cause of the incident and performing the resolution your technical staff can transfer the information, especially the problem and resolution, directly into the knowledgebase as a new article. By performing this step at the close of any new incident you will be enabling your staff to provide a quicker resolution to future incidents which will increase end user satisfaction.
Closure
To confirm the end user agrees the incident is resolved your technical staff can initiate a message within the incident which opens the incident for the end user via the self service portal. Once the end user has acknowledged the incident is resolved automatic notifications will be sent to the support technician and the incident will be flagged on the technician’s home page.
In addition, the ‘lost incident’ report will automatically identify any incidents still open that haven’t been acted upon and allow you to manually close them.
Satisfaction Survey
The integrated user satisfaction survey will help identify the relative satisfaction level of your end users and the performance of your support technicians. You can create different satisfaction surveys based on the type of service or support being provided. Revelation will automatically send a link to the survey to the end user when an incident is closed and will notify you when the survey has been completed