Crossfuze.com 888.829.5511

The Help Desk keeps your organization moving. From helpingend-users troubleshoot problems, to answering questions, tocoordinating resolutions between different functional groups,the Help Desk is involved with almost every process that affectsdaily operations.

Crossfuze Incident Management gives your help desk powerfultools enabling them to quickly get end-users back on their feet,easily establish relationships between tasks, and efficiently

gather mission-critical metrics for your organization.

With over 500 configurations included, Crossfuze IncidentManagement makes your ServiceNow instance more efficientand keeps your organization moving.

Service Features and BenefitsCrossfuze Incident Management contains hundreds ofconfigurations based on the knowledge and experience of theindustry’s leading ServiceNow experts. It is designed to makeyour Incident Management process successful by giving theright tools to the right people in your organization when theyneed them.

• Schedule-based incident autoclose • Dynamic KB Search • Business service-centric categorization model • Pre-defined priority-based SLAs • End-to-end predefined incident process • Crossfuze Module Counts • New User entry • Alternate Contact details • Relationships between other incidents, problems, and changes • Human-readable field names with HTML-based help text • Original ServiceNow Guru New Call module • Automatic assignment routing • Identify open tasks associated with CIs and caller • World clocks widget • Default assignment group • Over 500 other unique upgrades and customizations that can take your Incident Management Process from good to great

K EY FE ATURES

INCIDENT MANAGEMENTTu rnkey D atasheet

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ManagementIncident Management improves the managementexperience by providing service-centric categorizationmodels, module counts, the ability to configure incidentautoclose, and establishing relationships between incidents,problems, and changes. Your management can thus obtainmeaningful intelligence to empower you to create realchange in the most important areas.

System AdministratorsSystem admins love Incident Management, as it comes readyfor user acceptance testing, installs easily, uses best-practices,includes a complete notification model and automaticassignment routing, and much more.

What’s Included • Automatically close incidents based on a configurable schedule that accounts for business hours, weekends, and holidays, providing you with a more accurate incident resolution/closure window.

• Display relevant KB articles based on an incident’s description and bring the organization’s knowledge base to the surface.

• Categorize incidents based on business services to assist with reporting and business insight.

• Completely reworked incident categorization scheme helps to ensure fewer configuration errors when dealing with task states.

• Conform to organization-level SLA’s with pre-defined priority-based SLAs.

• Gain peace of mind with a complete incident security and notification model including inbound email capability.

• Create meaningful relationships between other incidents, problems, and changes in order to capture valuable insight about root causes, patterns, and fixes.

• Remove the jargon with ITIL-compliant, human-readable field names and HTML-based help text.

• Capture caller information of unregistered users by entering their information directly from the Incident form.

• Provide Alternate Contact details to capture information unique to an incident. Every caller is different: give your organization the flexibility it needs.

Contact and PricingFor information about pricing or to schedule a demo, pleasereach out to us at 888.829.5511 or LetsTalk@Crossfuze.com.To learn more about our other Turnkeys, visitwww.crossfuze.com/servicenow/turnkey-solutions.

Crossfuze.com 888.829.5511