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Incident Management Module
Take control over your ITIL based service desk or support center operations with a pragmatic and practical to use Metricus Module. Metricus equips you with powerful IT KPIs (key performance indicators) and intelligent Dashboards that are relevant to your Support Center professionals, Analysts and Help Desk Managers. Upload your call data, incident or service request data directly from your Service Management suite into Metricus and take control over your performance and start delivering value.
 
Collaboration
 

To effectively manage and improve the performance of your Incident Management process you require tools that allow you to initiate and track improvement activities.

The Metricus Module for Incident Management is equipped with these tools allowing you to initiate and track actions, report and communicate issues and assign tasks and projects to Metricus users.

Discussion Board Provide notes and comments with specific Dashboards, and share your analysis of your current performance with your CIO. The Discussion Board allows you to add context to lines, bars and charts and makes them more meaningful.
Issues Track issues and define projects around the resolution of these issues. Metricus provides features for issue tracking as well as robust project management capabilities
Contacts

Manage your Metricus user profiles and manage user rights
Documents The Document Library allows you to store relevant documentation, process information and other knowledge that is relevant to the management of your Incident Management Process.

Metricus - Incident Management Collaboration



Incident Management Collaboration

This is an example of the collaboration features that you can configure and use to manage and optimize your process.