When users have difficulties IT departments need to be able to respond quickly. They also need to be able to react rapidly if those difficulties reveal underlying problems. To do so they need effective service management software to help them.

Krescendo’s call tracking and incident management software solutions, currently used successfully by an investment bank and software services company, provide comprehensive features for help desk and service management operations.

Requests for help can be received from multiple sources − phone, web and e-mail. They are automatically logged and routed to the most suitable operative based on rules established within the system.

Where requests for help indicate an underlying problem an incident is automatically raised. The call tracking and incident management software then tracks all the actions that are taken, as well as defects and enhancements. In addition, again based on predefined rules, the solutions allows the incident to be managed throughout its lifecycle, including escalations.

Sophisticated messaging and pre-built mailing lists allows users to notified of the potential impact of incidents and progress. The call tracking and incident management software also collates metrics, which are used to measure performance against service level agreements. Through sophisticated screens, operatives and managers have immediate visibility of the status of any call or incident, as well as an overview of all incidents, open or closed.