The Beetil Blog
Blog » Archive for the ‘Incident Management’
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 any [...]
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 it’s customer portal.
Think of the Beetil customer portal as a [...]
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 availability [...]
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 that, [...]
Effective Incident Management
January 30th, 2009 by Luke
Incident Management is one of the most heavily used parts of the Beetil at the moment. Most users, I guess feel a sense of comfort in this area of the app especially if they’re migrating from ticket based systems. However, incidents are only a fraction of Beetil’s full potential and often mark the beginning [...]
More than just an issue tracker
January 15th, 2009 by Dan
I’ve worked at a lot of places where everything revolves solely around their issue tracking system.
That’s not necessarily a bad thing. At least issues (we call them incidents) are being logged, allocated and dealt with - and they’re usually prioritised so that the important ones get fixed first.
But that’s where it so often ends.
I’ll pose [...]