Incident Management Software

Serena Incident and Escalation Management automates the capture, routing, collaboration, escalation, and resolution of incidents, ensuring that:

• Incidents (or trouble tickets) are efficiently captured and managed to resolution, ensuring the shortest possible time-to-resolution, saving money and minimizing risk.
• Incident resolution activities are coordinated across different people, teams, and systems. Seamless escalation into development issue management processes-in a fully automated, repeatable way-ensures incidents don’t fall through the cracks.
• Everyone involved in the process can see the latest status of incident resolution progress. Visibility into the process eliminates unproductive email threads and increases stakeholder satisfaction. Complete audit trails keep you in compliance with internal and external regulatory mandates.

Keep Your Service Desk Running Like a Well-Oiled Machine

IT organizations are under more pressure than ever. Businesses’ greater reliance on software leaves ample opportunity for trouble to arise. When problems arise, Serena Incident and Escalation Management dramatically simplifies the process of capturing incidents and working them to resolution. Using simple web forms users can submit trouble tickets, at which point Incident and Escalation Management’s flexible process engine routes incidents to the right people, aiding in rapid resolution of problems.

Escalate Incidents Without Incident

The process of escalating incidents from service desk staff to applications development can be a nightmare. It often requires manual transfer of information from the service desk into the engineering issue management system or, worse yet, endless email messages to try to get everyone on the same page.

Incident and Escalation Management changes this completely. When it is time to escalate an incident to engineering it’s as simple as clicking a button. Not only is the incident seamlessly handed off to the issue management process, but the service desk is updated with the linked issue’s status any time it changes in the development system—ensuring service desk personnel always have the latest information.