American computer repair and support services firm, Rescuecom recently published its mid-year repair report listing the most common IT issues faced within organizations in 2017.

Here is a list of the top 10 most common incidents faced by the IT support team.

With such a diverse range of incidents, IT Support team faces a daunting task of resolving them quickly and in the right way. An efficient Incident management module in a service desk enables the IT support function to categorize and route tickets appropriately, visibility into the entire resolution workflow and intuitive analytics that help prevent recurring incidents from happening.

Ticket Categorization and Classification

This function is the basic building block that enables you to effectively organize your help desk. You will find that the best way to organize your raised tickets is to categorize them by issue type and its priority. In most cases, this accurately maps the people who work on issues of that type; hence most issues get addressed within a lesser time. Here, your support team only has to select a category on each request that comes in. The configuration management database walks them through the rest of the process.

An efficient incident management module enables IT teams to assign tickets better and solve…
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Resolution Visibility and Tracking

An effective Incident Management module displays the entire incident workflow as it is being evaluated, facilitating communication between all the concerned parties. These work notes and other updates can be communicated to the concerned parties through notifications. This scenario enables a transparent incident management diagnosis that offers deep clarity of the incident resolution progress and helps the IT support team expedite the process for faster resolutions.

Workload Management

The use of the information provided within the incident form and the assistance with provisions of preset riles allows for effective interaction with the database for the tickets to be assigned effectively. The provision of preset riles triggers the search for that phrase and assigns each request containing the phrase to the appropriate category. This ensures that incidents are handled speedily translating to better time management, with predictable reliability. Keeping yourself focused on the quality and quantity of categories will make ticket resolution easier for your support team. Moreover, they get used to categorizing requests and a well-organized support process. Integrated with the problem management modules, support teams can determine the incident sources, problem areas and devise proactive solutions for recurring incidents and issues.

With Wolken Enterprise’s incident management module, you now have a vantage view of your incident management. All stakeholders now have a comprehensive solution across the issue to resolution workflow in real time. Whether big or small issues arise, everything becomes understandable and most importantly, can be resolved in the shortest span of time. Easily integrated with other support modules such as Problem management, Task management and CMDB, resolving issues is now made even simpler, in addition to setting up proactive solutions to avoid incident repeats. In closing, with comprehensive data available within the incident record, your support team now has a strategic solution that will enhance its effectiveness and improve its productivity.