Incident Tracking
with Incident Management Software
- Need to seamlessly escalate incidents into development?
- Looking for more visibility into incident status?
- want to adopt ITIL or other best practices?
Serena incident management software
It's time to escalate incidents without incident. Serena keeps your service desk running like a well-oiled machine. By automating the hand off from support to development, Serena makes sure the service desk is updated with the an issue's status any time it changes in the development system, ensuring service desk personnel always have the latest information.
Which solution is right for you?
Single-repository SCCM and incident management
Serena Dimensions CM, a complete Software Change and Configuration Management (SCCM) system, provides bi-directional communication with service desks such as Remedy. With Dimensions CM you can seamlessly escalate incidents from the service desk into the software development process. Bi-directional communication ensures that both your help desk and development staff always have the latest information.
Learn more about Dimensions CM »
Incident management for any repository
Looking to standardize your incident management process across multiple source-code repositories or service desk solutions? With Serena Incident and Escalation Management you get best-of-breed incident management capabilities in any environment, including escalation of incidents from the help desk into the development issue management process.
Learn more about Incident and Escalation Management »
With Serena incident management solutions you can:
Provide visibility to the people that need it
Stakeholders need to have visibility into the status of incidents. Even better, if they can check for themselves there's no need to waste time looking for the person who does have access. By allowing customers and other stakeholders to self-help, trust is established and good relationships are built.
Enforce accountability
Ensuring that all incidents are being handled is key, and knowing who is responsible for handling a given incident is just as important. Accountability means that all stakeholders know who is working that incident, not just the incident owner. This prevents incidents from getting lost or neglected, which in turn leads to higher customer satisfaction.
Prove compliance
Being able to trace the life cycle of an incident is important when trying to determine if your Incident Management process is effective. It is crucial if you need to meet SLAs (Service Level Agreements) or show compliance with industry or government regulations. Serena's Incident Management solution automatically collects detailed information about ever change to the incident, including who made the change and when it was made.
Get better usability
Usability is especially important during the incident capture process. If it is too difficult or time consuming to create an incident, you lose valuable information and harm your customer relationships. The ability to create custom forms makes it as easy as possible for your customers to submit incidents, ensuring that it will actually be captured. Serena's Incident Management solution provides customized forms configured for each step in the process. These forms can easily be customized to meet your specific needs.
Easily customize your process
Every company needs to manage incidents, but not every company manages them exactly the same way. You'll have the flexibility to easily customize your Incident Management process to fit the way you work, because you should never need to change how you work to fit the restrictions of the tool.