OPTIMIZED SUPPORT EFFICIENCY

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Problem and Incident Management

Delivering technical support excellence throughout your organization may seem complex or unattainable, but it doesn't have to be. SoftLanding's Problem and Incident Management solution can put you back in control by optimizing technical support efficiency so you can improve service response times and focus more easily on priority issues.

Minimize the impact of IT disruptions on your organization

SoftLanding's EXPRESSDESK® solution integrates seamlessly with TURNOVER®, combining browser-based end user self-service with full-service IT Helpdesk for a corporate-wide solution that is underpinned by a single IBM i database. Incidents are prioritized and assigned accordingly, with workflow and escalation assisting and automating the support process to ensure that issues are resolved in a timely manner.

SoftLanding- helpdesk and issue tracking solution summary

Benefits of Problem and Incident Management:
  • Improved capture, tracking, and management of incidents
  • Better classification and prioritization of issues
  • Faster diagnosis and resolution of technical problems
  • Increased end user self-sufficiency through useful knowledge base references
  • Efficient handling of incidents using automation and escalation
  • Effective change management across the entire application life cycle
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