• Real-time tracking of incidents throughout the asset’s lifecycle
  • Enables prioritization based on urgency and impact
  • Enforces clarity in role definition and responsibilities of human resources involved with IT support and management
  • Knowledge Base (KB) created and used automatically to improve response and resolution time
  • Measure productivity of human resources and infrastructure
    Trend analysis for planning and forecasting

Incidents disrupt delivery of IT services and impact business operations. You cannot prevent them but only manage them. With InsTIL Incident Management, you manage them better. InsTIL Incident Management helps resolve incidents efficiently and reduces the adverse impact of all disruptive IT related incidents on businesses. What is more, it improves staff productivity and morale and the satisfaction of all IT users.

InsTIL Incident Management is a complete solution for your IT service desk, easy to install & run, with a browser based interface & self service portal for users plus many great features:

  • Self service portal for users to log incidents and service requests with the facility to attach screen shots of errors to reduce resolution time
  • Graphical analysis on activity levels, productivity and incident tracking using dashboard of users, IT service/help desk, technician and IT manager
  • Supports ITIL based end-to-end Incident life cycle management
  • Supports analytical incident resolution using links & associations across similar incidents
  • Automate service approvals requests
  • Establish SLA under multiple categories
  • Design SLA escalation matrix for noncompliance or delays in response and resolution
  • Assign multiple technicians for a single incident in parallel or serial mode
  • Create and access FAQ and knowledge base
  • Define alerts for repeated preventive maintenance tasks

InsTIL Incident Management PLUS is an extension of InsTIL Incident Management and supports automated service desk features

  • Automated Service Desk - Creation of rules to route incidents directly to technicians based on the category and skill set.
  • Automated Service Support Escalation - Alerts and reminders sent to technicians and the IT Service Manager from the system for any service level delays.

IT Service Management, like most other service functions, is a thankless job. No! InsTIL has changed that.

InsTIL deploys ITIL defined best practices for Incident Management to resolve service disruptions quickly using a systematic process from detection of incidents to resolution and closure with least impact on service delivery commitments resulting in increased satisfaction of IT users.

InsTIL truly instills Confidence in IT.

InsTIL Incident Management runs on a Widows server but the users can be any platform. Users can access the self-service portal with most popular browsers.

InsTIL Incident Management is integrated with InsTIL Configuration Management & Change Management solutions, providing businesses with an incremental approach to adopting ITIL processes.

Need more information? Please fill our contact form and our representative will contact you soon.

How to InsTIL confidence in IT Service Management?

  • Establish a centralized service desk / help desk for incident management
  • Facilitates hands-on control of systems, operations and services using dashboards for incident tracking and analysis
  • Built-in and custom reports to measure productivity of the IT service desk & IT teams
  • Pro-active trouble shooting information using knowledge base of past incidents, in a single interface
  • Incident Management aligned to business demands on availability and performance
  • Self-service & ease of use for logging, approving and tracking service requests at the convenience of the user
  • Greater process compliance & faster response time using automated routing and alerts for service request approvals, preventative maintenance & service levels commitments

Instill confidence in your IT with InsTIL Incident Management!