The correct categorization of new requests is key to your service desk performance and the support you provide to your customers. Incorrectly categorized incidents will skew your metrics, throw your SLAs times off and impact the real-time performance of your service desk.

We are delighted to announce the launch of our new website!

We’ve had some very positive feedback on version 9.7.40. There’s…

We are excited to announce a new release of IncidentMonitor™.…

IncidentMonitor™ 9.7.4 will be released in January and you should see what the team has done. Besides some great new enhancements, we have also listened carefully to what our clients have to say.

Check out the busy month we've had. A new release of IncidentMonitor - Version 9.7.35. New Support Video Information and New Flexible Licenses and news about What's Coming! It's all in our August News.

We recently decided to move our corporate SaaS IncidentMonitor environment to Microsoft’s Azure platform. In doing so we thought it may prove beneficial to others to recount our experience moving IncidentMonitor to Azure.

It’s 2018 and we still hear people mentioning this pain point. Over the years our industry has had much discussion about management of out-of-band data. You know, those direct-to-the-agent emails, corporate wikis that somehow become our responsibility and the dreaded walk-ups or fly-bys.

What is policy based service management ? We’ve been talking about it for years. It’s the most important aspect of any Service Management Framework/Application that can guarantee consistent/repeatable service delivery.

OK, one of the questions or approaches we hear quite…

Ok, so we have quite a few vendors jumping on the AI/Machine Learning band wagon in the last few months (you know who!!).. It’s quite frustrating as these guys make it sound like they invented AI for the service management space.

We are excited to announce a new release of IncidentMonitor™. With IncidentMonitor™ 9.7.3 we, again, have improved our user experience with a refreshed look and feel including many new enhancements and improvements.

With the economy going more digital every day a clear and seamless return policy is necessary to retain existing customers and acquire prospective customers. A significant percentage of consumers say a clear Product Return Policy influences their decision to buy from a vendor.

With the release of IncidentMonitor™ 9.7 we further improved our user experience with updated preview windows, enhanced calendar views, Asset Scheduling for loan type of assets like meeting rooms, projectors, laptops, scheduling of recurring events, better control of tasks,