Service Desk Software Markham ON

IncidentMonitor™ ITIL Service Desk Software

 

Service Desk Software
IncidentMonitor™ is an IT Service Desk, Help Desk, ITSM, ITIL, CMDB, Service Management Software designed for any organization (small/mid-sized to enterprise), looking for a SaaS or on-premise software solution to support the service organization. With IncidentMonitor™, companies can support their ITIL® as well as non-ITIL® processes using a SaaS or on-premise application access model.

From a straight forward call tracking HelpDesk to an enterprise scale Singe Point of Contact (SPOC) Service Desk, IncidentMonitor can fulfil all of your requirements.

 

Included with every Installation are best-practice templates for the following:

  • 10 ITIL verified processes
  • Workflow designer (for Approvals, routing and if/then/else branches)
  • Forms designer
  • Portal designer for custom publishing of forms & request layouts
  • SLA Management
  • Notification engine
  • CI/CMDB (i.e. Asset Management)
  • ServiceDesk BI Designer, EMAIL Management, Web, Windows
  • Mobile clients & more

IncidentMonitor™ Includes:

 

  • 10 Free ITIL processes
  • IT as well as Non-IT processes
  • Workflow Engine for Approvals, Routing and If, Then Else decisions for process flow.
  • Custom Forms Designer to create your own forms and Request Layouts.
  • Service Portal Designer to Design and build your service portal with built-in and Custom Widgets 
  • ServiceDesk BI and custom Dashboards
  • Integrated Change Management and Project Management Calendars
  • Notification Engine for Custom Branding and definition of customer touch points 
  • SLA - Service Level Management -Service Matrix
  • Web and Mobile UIs (responsive and adaptive)
  • Integration of CIs and CMDB - Asset and Configuration Management
  • Integration to third party applications through JSON, XML, or scripting languages using our Data Exchange and web services
  • Integration to third party name spaces with out-of-the-box SSO support for Azure AD, O365, AD and LDAP (SAML is supported with some integration support from our services team).
  • Service Communities (think Wiki and Forums wrapped into a neat package) to capture out-of-band knowledge that would otherwise be lost
  • EMAIL Management and aggregation to ensure all information is captured on the correct request. 
  • Knowledge Management to control the publication of your organizational knowledge with an industry tested/proven vetting process.
  • Skills based routing to ensure that the proper queues and people are routed to through their team or individual assignment.
  • Resource Management to manage schedules, availability and workload.
  • Intuitive and easy-to-use toolset
  • Multi-tenant, multi-process support (e.g. a single installation of IncidentMonitor can manage several autonomous service desks) 
  • Customer driven, industry proven functionality

Our Price/Functionality Can Not Be Beaten!
Features and functionality are the same between the SaaS and on-premise applications.
Starting at $32/Support Personnel (yes end users are free).

  • Service Desk Software
  • Service Desk Software
  • Service Desk Software

A description of some of our Features

We understand that your company's service management requirements will change. We believe that you should NOT be locked into a vendor that charges you a lot of money to implement application features to support your changing requirements. Over the years, we have added significant features to IncidentMonitor™. New features are available to our customers at no additional cost. This is just one of the many ways IncidentMonitor™ and Monitor 24-7 are unique in the service management field.

To give you an idea of some of our features they are hightlighted below. Note that we cannot highlight everything. It is simply too much! Want to know more? Request a demo or send us an email. We are happy to help.

Quick Inquiry Form

  • 10 Free ITIL PinkVERIFY process templates

    10 Free ITIL PinkVERIFY process templates

    IncidentMonitor is a PinkVERIFY IT Service Management framework which comes out of the box with various predefined process ITIL templates. We don’t work with separate modules. Licenses you purchase give access to all functionality in the system.


    • Incident Management
    • Problem Management
    • Change Management
    • Service Level Management
    • Knowledge Management
    • Event Management
    • Release Management
    • Request Fulfilment Management
    • Service Catalog Management
    • Asset & Configuration Management

    A process is configured and ready to use. However, we understand that no organization is the same and the process templates are highly theoretical to accommodate the compliance certification process. Part of our professional service is to teach you how you can use our graphical drag and drop designers to configure the processes, so they match your requirements and your business structure. Of course, you are welcome to plugin to the templates to expedite your deployment or simply clone any of the processes to boot strap/accelerate your implementation. IncidentMonitor™ is not limited to these 10 processes. The workflow and form and portal designer allow you to configure as many processes as you like.

  • IT as well as Non-IT processes

    IT as well as Non-IT processes

    IncidentMonitor itself is more than just an application for IT and ITIL support, it is a service management framework with an integrated workflow engine and forms designer. This, coupled with our no module approach, allows you to extend your service delivery beyond service request and work orders into other areas of the organization.


    Some examples of area’s in which we deployed IncidentMonitor™ beyond IT


    • Facilities Management
    • Sales Support
    • Purchase Support
    • Maintenance and Contract management
    • Work order management
    • RMA
    • Service Delivery Satisfaction Surveys
    • Human Resources Processing
    • Complaint Management
    • Invoice Query Management

      • As you can see not all of these example processes have to do with IT and ITIL, but are important to increase customer service and to improve business efficiency. These processes are designed with the workflow engine and forms designer which come at NO additional cost. Our mission is to provide a solution that drives business efficiency without the need to continuously invest in new modules.

  • IncidentMonitor Workflow and Process Designer

    IncidentMonitor Workflow and Process Designer

    The flexible workflow engine handles approvals, logic branching, criteria branching (if/then/else), parallel and serial flows (below is an image of the PinkVerified Change Process) and requires absolutely no coding to handle complex workflows. You just drag on the workflow steps and join them together. Workflow coupled with forms designing ultimately enables IT to extend its reach and support non-IT processes such as Human Resources, Facilities Management, Student Requests, RMA - virtually any process.

    IncidentMonitor™ is a service management framework that has unlimited possibilities to extend with new processes without the need to purchase any new modules. Future development and growth of your organization is secured with this approach as there are no limitations

  • Custom Forms Designer to create your own forms and Request Layouts.

    Custom Forms Designer to create your own forms and Request Layouts.

    A forms designer which allows for dynamic forms to be created by someone without HTML and coding knowledge. You see here an example of a form. As you can see that we used an image at the top of the form and a few fields of data we wish to capture. This is a live form which is used on our marketing site! The cool thing is that submitting the form actually creates a request in IncidentMonitor.

  • Service Portal Designer to Design and build your service portal with built-in and Custom Widgets

    Service Portal Designer to Design and build your service portal with built-in and Custom Widgets

    IncidentMonitor™’s web portal is an integral part of the solution. The self-service portal is security controlled and only items that you want to publish to your users or groups of users can be made available. The self-service portal offers, for example, dashboards, knowledge base, communities for Social IT, reporting features and a Service Catalog. The Service Portal is for both end users and support resources to collaborate. Our tag line is “Engage. Manage. Improve.” which implies engage the end user, manage their expectations and continually improve your processes. The look & feel and the features you want to publish to your self-service portal can be customized to meet any company’s requirements.

    The look & feel and the features you want to publish to your self-service portal can be customized to meet any company’s requirements. The entire look and feel is completely customizable and IncidentMonitor will support any number of portals configured (i.e. you could have seperate portals for different departments or internal employees and external clients or full-time and contract emplyees - you get the idea. What does all of this mean? You can publish your forms, your service functionality any way you like based on the intended audience.

  • ServiceDesk BI and custom Dashboards

    ServiceDesk BI and custom Dashboards

    IncidentMonitor™ comes with a library of around 100 canned reports, 60 dashboards and a ServiceDesk BI tool to create your own reports. Besides this every overview has the option to group, filter and select requests from a list and export the info selected to excel or publish it to a graph. To create your own reports and or dashboard items you use our Service Desk BI tool. Using the BI tool you can report on any form fields, approval processes etc. with ease. Once you have defined your criteria you select your output columns and run the report. Once the report has run you can select to graph the output by any of the columns you have selected. When happy with the output, you can then publish this report as a report or dashboard metric.

  • Integrated Change Management and Project Management Calendars

    Integrated Change Management and Project Management Calendars

    IncidentMonitor™ is PinkVERIFY for change management. A canned process is available out of the box. Change management as well as project management requires multiple features that are available out of the box. Thought IncidentMonitor™’s focus is on service management we see that many clients use our solution for project management.


    • A separate process can be set up to manage projects
    • A project calendar is available showing multiple projects, status, project tasks
    • A resource schedule calendar is available to check availability and work schedules

    You see a screen shot of one of our calendar views This is specifically for Change and Release Management. There are two others:

    • Resource Management which allows you to manage resource requests, and their corresponding schedule.
    • Project Management which allows you manage requests from a project management perspective and set completion state, target dates etc..

  • Notification Engine for Custom Branding and definition of customer touch points

    Notification Engine for Custom Branding and definition of customer touch points

    IncidentMonitor offers a graphical Notification Template Designer that is an HTML based designer which allows you to design messages that include just about anything in addition to macro variables, Message Center variables, audio, video and all kinds of other objects using a simple drag/drop user experience. The designer allows you to format any of the content using common formatting features. Message Templates can be used across projects so you can have very few templates to run an entire system. We’ve also included a bunch of templates right out of the box.

    We leverage the Message Templates in most areas of the application including Service Rules, Outbound Messaging, Inbound Messaging, Project Welcome message, Call Packs, Scheduler, Scheduled Reports, Knowledgebase (via E-mail), General Notifications etc. Meaning, you can leverage existing message templates for all communications.

  • SLA - Service Level Management -Service Matrix

    SLA - Service Level Management -Service Matrix

    A Service Matrix enabling you to configure your SLAs based on your policies such that the service desk never has to choose or determine the policy. The Service Matrix is unique to IncidentMonitor™ and enables you to define multiple “service clocks” or SLAs. The screen shot demonstrates a typical request whose intake was through an unattended channel (i.e. service portal, email, social media etc..) having a Callback Timer to monitor contact acknowledgement and a Resolution Timer to monitor request resolution – all policy based where the Service Desk just works a request and this happens automatically.

    • Full service SLM software to manage all SLAs and OLAs. Supports management of time requirements and escalations and notifications when threshold are exceeded
    • proactive monitoring and management of all SLAs and OLAs with our service level management software
    • Fully integrated with all ITIL process software applications
    • Ships with out of box SLM metrics reports
    • Using the Service Desk BI your own metrics can be defined with ease!!!
    • Multi-lingual support to allow messages to be sent based on the user's language of choice

    IncidentMonitor™ Service Level Management Software provides a multi-dimension approach to the management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs). IncidentMonitor™ Service Level Management Software is comprised of the three functional areas:

    • Service Matrix
    • Service Level Rules
    • Service Hours

  • Web and Mobile UIs (responsive and adaptive)

    Web and Mobile UIs (responsive and adaptive)

    A choice of client types for the work required. IncidentMonitor™ ships with Windows, Web and Wireless (Mobile) clients. You see here some screen shots of the Mobile client. The Windows client is usually used for administration purposes alone. If you run the application locally you can use that client for support as well.

  • IncidentMonitor Skill Based Routing

    IncidentMonitor Skill Based Routing

    A Skills Based Routing engine which ensures that the proper person, team or queue receives requests based on the content and skill required. IncidentMonitor does not force you to work in a specific mode rather it will adapt to how our organization operates - many of our clients use a combination of direct assignment and queues to improve their service offering. The screen shot displays a resource’s work queue which is completely customizable.

  • Single Point of Contact and Community Forum

    community

    Single Point of Contact and Community Forum

    Single Point of Contact (SPOC) support by effectively managing out-of-band communications which may result from walk-ups, chat sessions, E-mail with cc lists etc. IncidentMonitor™ facilitates the aggregation of these disparate communication channels into a Single Point of Contact service desk so your service policies, skills definitions, workflows and messaging/notification components work seamlessly regardless of the origin of the service request. For example if a user sends in a request through E-mail which has their manager cc’d on the originating E-mail. IncidentMonitor™ alleviates the need for the service desk to track this and the cc’ing occurs automatically (no more direct emails to individuals).

    IncidentMonitor offers the ability to define Communities enabling “Social IT”. IncidentMonitor™ provides the ability to define your own “communities” which enables “communities” of users to collaborate together on issues – the ultimate in a Social IT environment. It’s all security controlled and membership based. Below is the entry point into the user’s community(ies).

    On the left an example of a collaboration screen.

  • IncidentMonitor Knowledge Management

    IncidentMonitor Knowledge Management

    An integrated Knowledge Base provides the ability to capture your knowledge, seamlessly. Integrated directly into the request creation process, Service Desk personnel and End Users are always provided with document suggestions based on the description of their request. Publishing documents in any format for end users to better aid them in a continuous engagement thoughout the entire request lifecycle. The screen shot displays the KB content directly integrated into the request intake (you can even add the KB to your own custom request layouts as well)
    Additionally the entire request repository is indexed providing the ability to quickly search historical information for previous resolutions and also spot current trends (meta information is compiled). With drag and drop and intelligent matching this brings AI to the Service Desk so you can easliy identify and create Major Incidents.
    Further to this elegant integration which faciliates the service desk in creating requests; IncidentMonitor™ also provides the KB capability in a natural language search offering. Think of it as a “build your own google” where you define how to group and tag your documents for searching or taxonomy browsing.

  • Integrated Login Support (Single Sign-On)

    Integrated Login Support (Single Sign-On)

    IncidentMonitor supports a standard login process using its own internal authentication/authorization mechanism. It is easily integrated into On-Premise single sign on with your own directory services or with Azure AD/O365 directory services. Simple and out-of-the-box. The entire framework has been designed to easily integrate with centralized authentication federation such as SAML and OpenAuth.

  • IncidentMonitor Service Queue

    IncidentMonitor Service Queue

    Unique to IncidentMonitor is the concept of a Service Queue. Trying to manage the clients expectations is a tough task. Through the milestones view and the Service Queue we've made it a lot easier. The service queue immediately provides the client instant feedback of where they sit in the queue - managing their expectations. In the screen shot the user's request list is displayed with the top request indicating it is sixth in the queue - similar to a phone queue but for service management.

  • Integration of CIs and CMDB - Asset and Configuration Management

    Integration of CIs and CMDB - Asset and Configuration Management

    IncidentMonitor offers an Asset Repository/Configuration Management Database which tracks consumable and consuming assets (CI). This allows you to track licenses and have visibility into which machines are using which licenses. Assets/CIs can participate in topologies for a graphical view of Line of Business services, apps, hardware etc.. Assets/Cis are integrated into the application and are available to any type of request (this is configurable based on your requirements).

  • IncidentMonitor Event Management

    Service Catalog

    IncidentMonitor Event Management

    Closely related to asset management IncidentMonitor™ also provides Event Management. An out of box approach to support the interface to any event monitoring management system. Within IncidentMonitor™ Event Management, you will configure the rules to process the event received from the monitoring system. Event Management supports all options for complete management of the event within IncidentMonitor™, for example:

    • Notifying the appropriate individual, 
    • SLAs and OLAs defined to manage the event, 
    • Assignment of the event 
    • And workflow required to manage the event over its lifecycle. 

    Event Management is tightly integrated with all ITIL processes, for example when an event is triggered from a Configuration Item (CI), such as an email service, a request can be created in Problem Management and the email service CI will automatically be attached to the problem.

    Below an example a SCOM alert. Visible is the message, the request to which the event is associated as well as the asset which the alert triggered and the relationships that get affected by the event

  • Multi-tenant architecture

    20

    Multi-tenant architecture

    IncidentMonitor™ is a service management framework that has unlimited possibilities to extend with new processes without the need to purchase any new modules. Future development and growth of your organization is secured with this approach as there are no limitations. IncidentMonitor’s architecture has been developed from day one to host a multi-tenant environment. Within IncidentMonitor multiple service desks with their own unique setup, workflows, contacts, support agents, etc.. can run next to each other. If you want to run multiple incident processes in the same environment - simply set up the processes and user access and it can operate like its own unique service desk.

    With IncidentMonitor it is truly possible to set up a true shared service environment in a single application installation. For example if required it can easily host a separate service desk for business unit 1 and business unit 2. Secondly each organization can have its own Change Management projects/definitions with unique process flows and approvals (this ties back to the membership within the application and the role privileges of the user). These isolated processes can also be loosely coupled through IncidentMonitor’s unique collaboration capabilities at any point within the request/change lifecycle. This concept hold true for any ITIL and non-ITIL processes. To add further to this capability there may be processes where both institutions share services and this can be modeled as well. IncidentMonitor is able to adapt to any business processes and definitions and change as the business changes.

These key elements of a service management framework allows you to implement ANY service and business processes that extend beyond the ITIL framework. ITIL as the foundation provides the bedrock for award winning service delivery beyond IT specific processes. Any organizational/business processes can easily be configured without the need for programming skills using IncidentMonitor™’s powerful workflow designer and forms designer.

 

Demo?

 

We Offer the following Software:
IT Service Desk Software| IT Help Desk Software | ITIL Software | ITSM Software| Incident Management Software | IT Service Catalog Software | Change Management Software| Service Management Software | CMDB Software | Customer Service Software

Monitor 24-7 inc. serves clients across Markham, Toronto, Ottawa, Ontario, Vancouver, British Columbia, Canada and Chicago in the USA.

We also serve across the Hague, Haarlem, Amsterdam, Rotterdam, and Utrecht in the Netherlands.

Contact Monitor 24-7 inc. for Service Management Solutions.