||What it Does
|Fast and easy way to quickly access and link knowledge related to incidents or problems
||Automatic presentation of knowledge, including information from multiple sources, surrounding the incident and related IT objects and environment. IT staff don’t have to go to another product or data source to find information necessary to understand and resolve the incident.
|Perspectives that allow easy visualization and navigation in the context of the role of the person performing incident or problem investigation
||Provides a visual depiction of the relationships and dependencies surrounding the incident. The incident responder can now see how the incident relates to the IT environment from multiple vantage points.
|The ability to resolve more incidents without escalation to level 3
||By presenting relationships and dependencies in an easy to understand and useful format along with all knowledge related to relevant objects, many more incidents can be solved without promoting them beyond level 1 and 2.
|Real-time in-context collaboration with colleagues – where knowledge is captured for future reference
||Enables relevant colleagues to follow incidents so they get real time updates of information, reducing misunderstandings and facilitating collaboration. In addition, relevant knowledge can be captured and associated with the particular object impacted so lessons learned are not lost.
|The capability to consolidate incidents associated with multiple objects
||While current tools can consolidate incidents associated with individual objects, we go further by associating multiple incidents across multiple related objects, making problem resolution more effective.
|Automatic presentation of potential changes that could have caused the incident
||All prior changes related to impacted objects are automatically presented to the incident responder. Since 80% of incidents are caused by unintended consequences of changes, root causes can be quickly identified.
|A better way to organize and visualize collective knowledge about objects and their dependencies so that your teams are more efficient and effective at resolving incidents
||Delivers a trusted, single go-to source of key information for all levels of the support organization, reducing time required to triage an incident and drive toward resolution
|Easy to use, flexible reporting with customizable templates
||Granular and comprehensive reporting measures the efficiencies and effectiveness of your IT processes. Identifies key trends around incidents, problems and the related objects; including people, policies, business services, applications, and more.
|Access via the Internet at any time, from any location
||Provides convenient, secure online cloud service through any web-enabled browser device