Incident & Problem Management

Crescent’s Incident & Problem Management solution helps you optimize the support of your core IT services and raise customer satisfaction. This solution enables you to automate ITIL® processes to consolidate, log, track, manage and escalate incidents. It also pinpoints the root cause of a problem by providing visibility into the relationships between IT services and their underlying configuration items.

Despite dealing with constant technological advances, ever-changing infrastructures and continuous business demands for IT availability, you’re expected to manage a highly complex environment while constantly responding to user incident and problem reports. The results: lower first-call resolution rates and higher call wait times, decreasing employee productivity and satisfaction. With tight IT budgets, you have to do more with less, even though you need to support key business objectives and keep critical systems up and running 24 x 7.

The Incident & Problem Management solution automates IT processes and assists your users by providing online self-service and self-help. It uses support automation and knowledge tools, which drive down problem resolution to the lowest cost point (level 0- online self-support). This solution features a powerful Service Desk system using certified best practices, such as ITIL, to accelerate incident, problem and change management processes.

Crescent’s Incident & Problem Management solution helps your IT organization understand change impact before it happens, build tighter IT alignment with business processes, eliminate excessive IT support costs and improve regulatory audit results (e.g. Sarbanes-Oxley). This solution enables you to enhance responsiveness, support business needs and optimize service support for IT excellence.

The Crescent Advantage

Effective incident and problem management drives business success by keeping critical systems and applications up and running for all your employees, customers and partners. Using best practices and repeatable processes, it helps quickly detect and resolve IT incidents and problems. This solution helps minimize business disruptions caused by changes, align IT services with business priorities, manage service level commitments and control IT service costs.

This solution is a key element in Crescent’s Enterprise IT Management (EITM) vision, enabling you to manage solutions from a variety of vendors and internal ones, unifying and simplifying the entire IT environment.  Crescent provides you with a standards-based platform that allows these products and processes to work together, simplifying your IT management environment.