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Blog » Archive for the ‘Incident Management’
New Reporting Conditions: Responded & Responded Date
December 15th, 2011 by Luke
We’ve recently added a couple of new Incident Reporting conditions which will undoubtedly prove to be very handy for a lot of our users – Responded and Responded Date. Beetil currently considers an incident to be officially responded to when the first customer viewable comment is made by a user. With this in mind you can now [...]
Tweaks to Customer Satisfaction
December 9th, 2011 by Luke
We’ve made a few recent changes to Customer Satisfaction giving you more control over sending the follow-up email and sending the satisfaction email automatically on a per service basis. We’ve also added a new satisfaction report. On resolved and closed incidents you’ll see the option to choose whether to send the customer satisfaction follow-up email. [...]
Easier access to customer information
October 14th, 2011 by Luke
Moving the customer information to the right-hand side of the application and giving it a prominent orange heading is the most noticeable feature of this latest Beetil release. In addition there have been a handful of cosmetic improvements – particularly around the creation of new incidents, problems, changes, etc. and the right-hand side of the [...]
Stop the clock and non-working days!
August 17th, 2011 by Luke
We’ve released a couple of new features that should make it easier to properly reflect how you’re going with service level agreements (SLAs): Stop the clock; and non-working days. What is stop the clock and how does it work? Stop the clock effectively allows you to “pause” your service level agreements. Most commonly you [...]
Assigning Incidents to Customers
March 2nd, 2011 by Kathryn
You can now assign incidents to customers helping to speed up customer communications and improve your incident management. If you create an incident and specify a customer their name will appear in the list of possible assignees. If you assign the incident to the customer then via the customer portal the customer can assign the incident [...]
Stepping Stones Towards a Service Catalog
July 8th, 2010 by Luke
Our latest Beetil release includes making Incident, Problem, Change Types a lot more powerful and useful.
The goal here is to provide stepping stones towards a service catalog. When we boiled the concept of a Service Catalog right down to it’s utmost basic form, we found that it is essentially a level of categorization of an Incident which both Internal Beetil Users and Customers can control when they first log an Incident.
Incidents and Customisable Statuses
May 20th, 2010 by Luke
Many of you may have noticed that the Incident screen has changed ever so slightly. This is to make room for the new customisable incident statuses. Customising your incident statuses will allow you to build a basic workflow so that you can handle and manage incidents more effectively. You can add customisable statuses for [...]
Getting started with the Customer Portal
September 14th, 2009 by Dan
In today’s increasingly electronic world, customers expect demand self service capabilities, and they demand excellent customer service. As a result, the need to seamlessly interface with your customers is becoming an increasingly important requirement when considering service management platforms. Beetil duly obliges with its customer portal. Think of the Beetil customer portal as a even [...]
Getting Started with Incident Management
July 15th, 2009 by Dan
Incident Management is where most people tend to start out with their service management. ITIL formally defines the primary goal of incident management process to be to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and [...]
I’m sure I’ve come across this before!
February 19th, 2009 by Greg
So often we know we’ve come across the same issue in the past. So often using traditional defect or incident management tools we can’t find that issue again. So often that causes a lot of wasted time. A good service management tool needs to actively assist you to find related or previous issues. Not only [...]