Incident Management aims to minimise the negative impact of incidents (unplanned interruptions or reductions in quality of a service) by aiming to restoring normal service operation as quickly as possible.
In Halo this is done through a thorough ticket record with a custom workflow aimed at managing the actions performed by Agents. This facilitates a swift resolution time and if applicable, uses the information gathered from the incident to prevent this from occurring again by handing off to a problem management team and with the automated resolution finder.
On implementation of your instance of Halo, the ticket types and workflows necessary will be discussed with you to provide effective Incident Management.
Submission of Incidents
Halo gives your users a variety of ways to submit tickets. These include an end-user portal, live chat and most commonly, an email address linked to your Halo instance to allow end-users to email your service desk directly. These methods facilitate an easy and seamless ticket submission process for the end-user, whilst giving your agents the necessary information to effectively diagnose and resolve incidents.
Service Level Agreements
An SLA is an agreement between your organisation and a customer for expected response or resolution time of incidents, problems or projects. These are set up in the configuration console and are an integral part of incident management.
SLA's in Halo are fully configurable and can therefore be changed as the exploration for solutions progresses. Changes are usually communicated to the client however.
Often populated on resolution of an incident or by a problem resolution team, knowledge base articles facilitate the swift resolution of tickets by agents or by users themselves. The knowledge base is seperated out into FAQ lists, allowing you to easily organise articles and even make them available to end-users on the end-user portal. Alternatively your agents can send these articles to them in ticket actions.
Linking to the knowledge base is the problem resolution finder. This feature can suggest relevant articles to agents when matched on fields or terms, thus assisting in swift resolution times.
By Differentiated Ticketing
This involves separating your ticket types to assist in information gathering specific to an incident present. Separate workflows can then be assigned to each of these ticket types and the incident resolved in the most efficient way possible.
Use of a Service Catalogue
This is available for end users to log recurring incidents regarding a service on the end user portal. This will generate fixed tickets for that end user that can be appropriately resolved by Halo agents.