SDLP – Problem and Change

Serious Service Delivery Software

Service delivery relies on strong problem and change management. iSupport provides world class tools to help you deploy standards such as ITIL and create custom workflows based on your business needs.

Problem management tracks the process of troubleshooting the underlying issue until a resolution is discovered.

Change management ensures that standard methods and procedures are used to handle activities involving services and assets.

• Problem record creation from the Incident screen, mobile client, and iSupport Desktop
• Related assets, incidents, changes; automatic closure of related incidents
• Categories – alerts in Incident screen if open problem exists with same categorization
• Configurable status labels
• Routing and escalation
• Known error designation – known errors can be published on the iSupport Desktop and mySupport end user portals
• Correspondence
• Audit, correspondence, and work history fields
• Fully configurable threshold alerts and notifications
• Permission functionality for controlling Problem-related activities

• Change record creation from Incident screen, Problem screen, iSupport Desktop, mobile client, and mySupport end user portals
• Change types – standard (preauthorized), normal, or emergency
• Templates – can be defined in hierarchies
• Configurable status labels
• Routing
• Escalation
• Audit, work, correspondence, rule, approval history fields
• Permission functionality for controlling Change-related activities
• Fully configurable threshold alerts and notifications
• Ad hoc and required approvals
• Creation of related Change records in a hierarchy structure

• Predefined and custom views and reports
• Integration with Microsoft® Office Outlook® Calendar and Google Calendar™
• Twitter® publishing
• Awareness and chat for support representatives viewing the same work item
• Field and tab layout designer