IT Incident Management Features & Advantages
Native Support for ITIL Incident Management
Enjoy out-of-the-box compliance with eleven ITIL processes, including Incident Management.
Easy Customization of ITIL Processes
Quickly customize ITIL Incident Management processes using Cherwell's codeless design—no scripting or programming required, and your modifications won't break when you upgrade.
Question-Based Incident Assessment
Quickly and easily record the basic details of an incident, and begin classification and investigation immediately.
Incident Workflow Status Bar
Use the workflow bar to see the current phase of the incident as it moves through its workflow.
Contextual Incident Routing
Assign ownership of incidents to the appropriate individual or groups based on the information in incident record.
Automated Incident Cross-Referencing
Automatically cross reference incident records against the knowledge base and known-error database (KEDB).
One-Step Actions for IT Incident Management
Perform a variety of tasks associated with ownership, monitoring, tracking and communication with the click of a button.
Incident Reporting Capabilities with Built-in KPIs
Enjoy out-of-the-box incident dashboards and reporting with key performance indicators (KPIs) that enable your team to meet and exceed service level agreements (SLAs).