Incident Management-BFSI

8/9/2019 Incident Management-BFSI

1/16

Zainab Qasim A041

Pratik Sharma

Prashant Singh


2/16

Q 1

Tools used by IT service desk workers?

• JIRA service desk

• Freshdesk

• ManageEngine ServiceDesk P!s

• S"cia IQ

• #r"n"Desk

Se$ Service Meth"ds !sed b% Service Desk

1& initiati"n and tracking "$ service re'!ests and incidents thr"!gh an "n(ine )"rta&*& M"biit% and !ni+ed se$(service deiver a m"dern, s"cia media(based !ser

envir"nment enabing b!siness c"ns!mers, )"-er !sers and decisi"n makers t"easi% access kn"-edge, c"ab"rate, res"ve iss!es, re'!est services and interact-ith their I. assets& F"r e/am)e A ink "n Intra et P"rta $"r em)"%ees

& 2!st"mer Se$(Service 3eb Inter$aceA se$(service, -eb(accessibe inter$ace eases b"th )h"ne emai c"ngesti"n& .hiscentrai5ati"n "$ service "6ers a sense "$ !nis"n and stabiit% t" b"th end!sers ands!))"rt sta6&

4& 3hen c!st"mers !se a kn"-edge base s"$t-are se$(he) t"", it red!ces re)eatcas t" the 7e) Desk& 8sing a c!st"mer accessibe se$(he) )"rta -i red!ce casb% increasing ca av"idance and is a great -a% $"r %"!r s!))"rt "rgani5ati"n t"save c"sts&

Challenges to IT service Customer Support

1& IT cost transparency& S"mething has sti g"t t" give in terms "$ -hat I. c"sts 9I. is and -i c"ntin!e t" be a si5abe e/)ense t" the b!siness& .he I. "rgani5ati"n is

s)ending the b!siness: m"ne%, and s" the b!siness -ants t" kn"- -hether it is being

s)ent -ise% ;and -h" can bame them


3/16

4& Availability. "thing ne- here ;again


4/16

S"$t-are .""s ;Set(!) and "ng"ing<

7ard-are In$rastr!ct!re ;Set(!)<

Ed!cati"n .raining ;Set(!) and "ng"ing<

Pr"ced!res e/terna c"ns!tants etc ;Set(!)<

EEFI.SL

Im)r"ved 2!st"mer Service )erce)ti"n and satis$acti"n

Increased accessibiit% thr"!gh a singe )"int "$ c"ntact, c"mm!nicati"n, and

in$"rmati"n

etter('!ait% and '!icker t!rnar"!nd "$ c!st"mer re'!ests

Im)r"ved team-"rk and c"mm!nicati"n

Enhanced $"c!s and a )r"active a))r"ach t" Service )r"visi"n

A red!ced negative b!siness im)act

etter managed in$rastr!ct!re and c"ntr"

Im)r"ved !sage "$ I. s!))"rt res"!rces and increased )r"d!ctivit% "$ b!siness

)ers"nne

M"re meaning$! management in$"rmati"n t" s!))"rt decisi"ns&

Q*&Primar% N"a

.he )rimar% g"a "$ the Incident Management )r"cess is t" rest"re n"rma service

")erati"n as '!ick% as )"ssibe and minimi5e the adverse im)act "n b!siness ")erati"ns

"$ the bank, th!s ens!ring that the best )"ssibe eves "$ service '!ait% and avaiabiit%

are maintained $"r c!st"mers accessing the s%stem& O"rma service ")erati"n: is de+ned

here as service ")erati"n -ithin SKA imits&

Scenari" L .rans$er "$ $!nds t" -r"ng acc"!nt

%b&ectives '

rovide a consistent process to track incidents through the incident

management system that ensures(

• Incident "$ trans$er )r")er% "gged "n t" Incident Management S%stem


5/16

• Incident is )r")er% r"!ted t" c"rres)"nding de)artment deaing -ith A.M

the$t cases

• Incident stat!s is acc!rate% re)"rted t" .echnica Service sta6

• Q!e!e "$ simiar !nres"ved c"m)aints is visibe and re)"rted )eri"dica%

• Incidents are )r")er% )ri"riti5ed in categ"ries ike 7igh, Medi!m, K"- and

handed in the a))r")riate se'!ence

• Res"!ti"n )r"vided meets the re'!irements "$ the SKA $"r the c!st"mer

Customer L

• eri+cati"n "$ c!st"mer detais

•

• Re'!est "$ ne- card a))icati"n

• Pr"cessing "$ e- card a))icati"n -ith he) "$ FIR a))icati"n

• Deiver% "$ e- card t" the c!st"mer -ithin sti)!ated time )eri"d

Impact:

K"- t" high L De)ends "n the cient i$ a cient is an "rgani5ati"n then -h"e "rgani5ati"n

is im)acted -hereas i$ cient is an individ!a "n% the cient and his "r her de)endents -i

be a6ected

Incident

An incident is an !n)anned interr!)ti"n t" an I. Service "r red!cti"n in the Q!ait% "$ an

I. Service& Fai!re "$ an% Item, s"$t-are "r hard-are, !sed in the s!))"rt "$ a s%stem that

has n"t %et a6ected service is as" an Incident& F"r e/am)e, the $ai!re "$ "ne

c"m)"nent "$ a red!ndant high avaiabiit% c"n+g!rati"n is an incident even th"!gh itd"es n"t interr!)t service& Fai!re "$ F!nd trans$er can "cc!r d!e t" s"$t-are err"r "r

s"me h!man err"r

.he res"!ti"n $"r an incident inv"ves im)ementing a re)air t" rest"re the item t" its

"rigina state& In this case the res"!ti"n -i ha))en -hen $!nds are trans$erred back t"

the c"rrect acc"!nt

Incident Repository

.he Incident Re)"sit"r% is a database c"ntaining reevant in$"rmati"n ab"!t a Incidents

-hether the% have been res"ved "r n"t& Nenera stat!s in$"rmati"n a"ng -ith n"tesreated t" activit% sh"!d as" be maintained in a $"rmat that s!))"rts standardi5ed

re)"rting& At BSF ISD, the incident re)"sit"r% is c"ntained -ithin Pe")eS"$t 2RM&

Priority

Pri"rit% is determined b% !tii5ing a c"mbinati"n "$ the incident:s im)act and severit%& F"r

a $! e/)anati"n "$ the determinati"n "$ )ri"rit% re$er t" the )aragra)h tited Pri"rit%

Determinati"n&


6/16

Response

.ime ea)sed bet-een the time the incident is re)"rted and the time it is assigned t" an

individ!a $"r res"!ti"n&

Resolution

Service is rest"red t" a )"int -here the c!st"mer can )er$"rm their ="b& In s"me cases,

this ma% "n% be a -"rk ar"!nd s"!ti"n !nti the r""t ca!se "$ the incident is identi+ed

and c"rrected&

Severity

Severit% is determined b% h"- m!ch the !ser is restricted $r"m )er$"rming their -"rk&

.here are three grades "$ severit%L

• ( K"- ( Iss!e )revents the !ser $r"m )er$"rming a )"rti"n "$ their d!ties&

• * ( Medi!m ( Iss!e )revents the !ser $r"m )er$"rming critica time sensitive$!ncti"ns

• 1 ( 7igh ( Service "r ma="r )"rti"n "$ a service is !navaiabe

.he severit% "$ an incident -i be !sed in determining the )ri"rit% $"r res"!ti"n&

7ere severit% is Medi!m in case "$ F!nd trans$er

Metrics

R"es and Res)"nsibiities

Res)"nsibiities ma% be deegated, b!t escaati"n d"es n"t rem"ve res)"nsibiit% $r"m theindivid!a acc"!ntabe $"r a s)eci+c acti"n&

2!st"mer S!))"rt

• B-ns a re)"rted incidents

• Ens!re that a incidents received b% the Service Desk are rec"rded in 2RM

• Identi$% nat!re "$ incidents based !)"n re)"rted s%m)t"ms and

categ"ri5ati"n r!es s!))ied b% )r"vider gr"!)s

• Pri"riti5e incidents based !)"n im)act t" the !sers and SKA g!ideines

• Res)"nsibe $"r incident c"s!re

• Deegates res)"nsibiit% b% assigning incidents t" the a))r")riate )r"vidergr"!) $"r res"!ti"n based !)"n the categ"ri5ati"n r!es

• Per$"rms )"st(res"!ti"n c!st"mer revie- t" ens!re that a -"rk services

are $!ncti"ning )r")er% and a incident d"c!mentati"n is c"m)ete

• Pre)are re)"rts sh"-ing statistics "$ Incidents res"ved !nres"ved

ank

• 2"m)"sed "$ technica and $!ncti"na sta6 inv"ved in s!))"rting services

Metric urpose

Pr"cess tracking metrics

"& "$ incidents b% t%)e, stat!s, andc!st"mer

." determine i$ incidents are being)r"cessed in reas"nabe time $rame,$re'!enc% "$ s)eci+c t%)es "$ incidents,and determine -here b"ttenecks e/ist&


7/16

• 2"rrect the iss!e "r )r"vide a -"rk ar"!nd t" the c!st"mer that -i )r"vide

$!ncti"nait% that a))r"/imates n"rma service as c"se% as )"ssibe&

• I$ an incident re"cc!rs "r is ike% t" re"cc!r, n"ti$% )r"bem management s"

that r""t ca!se ana%sis can be )er$"rmed and a standard -"rk ar"!nd can bede)"%ed

•

2ateg"ri5ati"n .he g"as "$ )r")er categ"ri5ati"n areL

• Identi$% Service im)acted and a))r")riate SKA and escaati"n timeines

• Indicate -hat stakeh"ders need t" be inv"ved

• Pr"vide meaning$! metrics "n s%stem reiabiit%

•

F"r each incident the s)eci+c service ;as isted in the )!bished Service 2ata"g< -i be

identi+ed& It is critica t" estabish -ith the !ser the s)eci+c area "$ the service being

)r"vided&

In additi"n, the severit% and im)act "$ the incident need t" as" be estabished& Aincidents are im)"rtant t" the !ser, b!t incidents that a6ect arge gr"!)s "$ )ers"nne "r

missi"n critica $!ncti"ns need t" be addressed be$"re th"se a6ecting 1 "r * )e")e&

• Pr"cess F"-L

• Rec"rd e- incident

• eri$% c!st"mer detais

• eri$% transacti"n detais

• Set )ri"rit% "$ Incident

• Rer"!te $!nd trans$er t" the c"rrect acc"!nt

• Send ackn"-edgement t" the c!st"mer

• Net res)"nse $r"m c!st"mer regarding res"!ti"n "$ Incident

• 8)date Incident stat!s "n Incident Management S%stem

•

• Incident Escaati"nL

•

Pri"rit% .ime Kimit be$"re Escaati"n

( K"- b!siness da%s Manager

* ( Medi!m 4 h"!rs Manager

I$ "n(ca c"ntact cann"t be reached d!ring

n"n(b!siness h"!rs

Manager

I$ neither "n(ca c"ntact "r their manager

cann"t be reached d!ring n"n(b!siness

h"!rs

Seni"r Mgmt


8/16

4 h"!rs Seni"r Mgmt

1 ( 7igh Immediate Manager

Immediate Seni"r Mgt

Escaati"n "ti+cati"nsLAn% time a case is escaated, n"ti+cati"n -i "cc!r t" vari"!s individ!as "r gr"!)s

de)ending !)"n the )ri"rit% "$ the incident& F""-ing are basic g!ideines $"r

n"ti+cati"nsL

• .he de$a!t mechanism $"r n"ti+cati"n -i be b% emai !ness "ther-ise

s)eci+ca% stated&

• 3henever escaati"n "r n"ti+cati"n b% )h"ne is indicated, a kn"-n

n!mbers $"r c"ntact sh"!d be !tii5ed, eaving v"ice mai "n each !nti )ers"n isc"ntacted& .he master s"!rce $"r "n ca in$"rmati"n -i be the "n(ca +es"cated in the ILF!ncti"nBn2a $"der&

• Seni"r management n"ti+cati"n -i inc!de 2IB, 2.B, and a $!ncti"na

managers& Escaati"n "$ a case d"es n"t rem"ve the assignment $r"m anindivid!a& It is !) t" the manager "$ the )r"vider gr"!) t" make certain the right)ers"nne are assigned& 3hen additi"na )ers"nne need t" be inv"ved, the% ma%be added as interested )arties&

• An% time a case is escaated, the case -i be !)dated t" reect the

escaati"n and the $""-ing n"ti+cati"ns -i be )er$"rmed b% the Service DeskL

• 2!st"mer -i receive a standard escaati"n emai in$"rming them "$ the

escaati"n&

• Pers"n t" -h"m case is c!rrent% assigned -i be n"ti+ed&

• Manager "$ $!ncti"na gr"!) t" -h"m case is c!rrent% assigned -i be

n"ti+ed•

Incident P"ic%

.he Incident )r"cess sh"!d be $""-ed $"r a incidents c"vered b% an e/isting service

agreement, regardess "$ -hether the re'!est is event!a% managed as a )r"=ect "r

thr"!gh the Incident )r"cess&

S!))"rt $"r "r enhancement "$ e/isting services identi+ed in e/isting Service Agreements

re'!ires an Incident case t" be ")ened&

Incidents sh"!d be )ri"riti5ed based !)"n im)act t" the c!st"mer and the avaiabiit% "$

a -"rkar"!nd&

?Incident B-nershi) remains -ith the Service Desk Regardess "$ -here an incident is

re$erred t" d!ring its i$e, "-nershi) "$ the incident remains -ith the Service Desk at a

times& .he Service Desk remains res)"nsibe $"r tracking )r"gress, kee)ing !sers

in$"rmed and !timate% $"r Incident 2"s!re&@ ITIL Service Operation

R!es $"r re(")ening incidents ( Des)ite a ade'!ate care, there -i be "ccasi"ns -hen

incidents rec!r even th"!gh the% have been $"rma% c"sed& I$ the incident rec!rs -ithin


9/16

"ne -"rking da% then it can be re(")ened b!t that be%"nd this )"int a ne- incident

m!st be raised, b!t inked t" the )revi"!s incident;s


10/16

."" 1L .echE/ceIntegrates I. services, service desk, ")erati"ns and deve")ment&

Scaabe, distrib!ted service teams&

B6ers a $ree 0(da% eva!ati"n&

)ead*uarters( Ka$a%ette, 2A

+elivery ,odel( Bn(Premise

ITS, roducts( .echE/ce Service3ise

Select Customers( First American, .he antra Nr"!), Sanmina 2"r)"rati"n,

F!=its! S"$t-are, Pa"mar&

.echE/ce:s Service and S!))"rt Management s"!ti"ns )r"vide enter)rises -ith

t"ta visibiit% and acti"nabe inteigence $"r a service desk, asset management

and 2RM b!siness )r"cesses& .he $!% integrated service desk s"!ti"ns s!))"rt

I.IK best )ractice meth"d""gies and deiver im)r"ved +nancia )er$"rmance,

increased management $!ncti"nait% and "rgani5ati"na aignment&

.echE/ce Service3ise is )art "$ .echE/ce Service S!ite& .echE/ce Service3ise

is a c"m)rehensive he) desk and I. service management s"!ti"n designed t"

")timi5e ever% as)ect "$ %"!r service and s!))"rt )r"cesses n" matter h"-

sim)e "r c"m)e/ %"!r b!siness )r"cesses ma% be&

3ith Service3ise %"! are abe t" a!t"mate and streamine I. services and he)

desk activities -ith c"n+g!rabe -"rk"-, )r"cess management, emai

n"ti+cati"n and kn"-edge base& A )"-er$! -eb )"rta $aciitates se$ service,s!ch as "nine incident s!bmissi"n, stat!s checks, "nine c"nversati"ns and

int!itive kn"-edge

base searches& Service3ise gives %"!r I. teams a singe, integrated s"!ti"n $"rL

he) desk incident management, )r"bem escaati"n and ana%sis, I. change

management, and ")ti"na h"istic asset management and service eve

agreement m"d!es&

% !sing )"int(and(cick inter$aces it can be easi% c"n+g!red and c!st"mi5ed t"

s!it %"!r b!siness needs& Service3ise $eat!res inc!deL

• Incident tracking and res"!ti"n• 3"rk"-(enabed emai management

• 2"m)ete incident -"rk"-

• !it(in re)"rts and ana%sis

• Integrated asset management

• Em)"%ee 3eb P"rta

• F!% c!st"mi5abe !ser inter$ace

• #n"-edge management

."" *L Fr"ntRange


11/16

Keading Pr"vider "$ I. S"$t-are s"!ti"ns $"c!sing "n Service Management, 7e)

Desk, and In$rastr!ct!re Management& B6ers c"m)ete and )r"ven I. and

c!st"mer $acing s"!ti"ns $"r mid(si5ed and gr"-ing b!sinesses& Market eading

RD investments& Advanced v"ice ca)abiities&

Deiver% M"deL Bn Premise, Saas, 7%brid

I.SM S"!ti"nL Fr"ntRange I.SM

2!st"mer F"c!sL Sma and mid(si5e b!sinesses& Fr"ntRange is an internati"na

c"m)an% -ith c!st"mers acr"ss the g"be, inc!ding 14,000 7e) Desk, Service

Management and In$rastr!ct!re Management c!st"mers and 10,000 2RM

c!st"mers&

Seect 2!st"mersL

rinks, A))ebee:s, 2ara, Mercenti, "eing, 2it% "$ S%dne%, B)en.e/t, Aian5,

Daimer2hr%ser, De eers, R"che, a%er, Siemens, "vartis, 3rige%:s, AIN, AA,

#"her, #aiser Permanente, De, Ec"ab, Petc", BTceMa/, Saras"ta 2"!nt%&

Fr"ntRange c"vers the $! service s!))"rt s)ectr!m -ith c"m)ete% integrated

he) desk, service desk, service management and in$rastr!ct!re management

s"!ti"n s!ites&

Fr"ntRange I.SM is Fr"ntRange:s ne/t(generati"n g"ba service management

s"!ti"n, the m"st c"m)rehensive "!t("$(the(b"/ I.IKU (c"m)iant s"!ti"n $"r

mid and distrib!ted enter)rises& Fr"ntRange I.SM inc!des nine I.IKU best

)ractices m"d!esL Incident, Pr"bem, 2hange, 2"n+g!rati"n, Reease and

Avaiabiit% Management, a"ng -ith Service Keve Management, #n"-edge

Management, Invent"r% Management, "ice 2"mm!nicati"n Management and

the 2MD& 3ith Fr"ntRange, 2"ntin!a Service Im)r"vement is a reait%&

2"nsidering a ne- m"de $"r b!siness(aigned service management> Fr"ntRange

brings t"gether the best in management )ractices -ith the best in techn""g%&

Fr"ntRange sets the standard $"r c!st"mer s!))"rt e/ceence -ith the

c"mbinati"n "$ se$ service, advanced tee)h"n% t""s, and 2ient i$ec%ce and I.

-"rk)ace a!t"mati"n techn""g%& " "ther I.SM s"!ti"n gives %"! the breadth

"$ $!ncti"nait% -ith the ease "$ c"n+g!rati"n&

Fr"ntRange #e% Strengths

Fr"ntRange is the eading )r"vider "$ I. s"$t-are s"!ti"ns $"c!sing "n Service

Management, 7e) Desk, and In$rastr!ct!re Management &&&as -e as 2!st"mer

Facing S"!ti"ns $"r Saes, Marketing and 2!st"mer Service&

.he br"adest, m"st c"m)ete and )r"ven I. and c!st"mer $acing s"!ti"ns $"r

mid si5ed and gr"-ing b!sinesses&

Deiver best in cass a))icati"ns and integrated s"!ti"ns "n an advanced, ")en

and scaabe architect!re&

Market eading RD investment drives inn"vati"n and )r"tects c!st"mer

investments&

Fr"ntRange I. Service Management S!ite


12/16

Fr"ntRange I.SM #e% Feat!res

Designed $r"m its ince)ti"n ar"!nd I.IK&

Pr"vides trans)arenc% acr"ss the c"m)ete I. in$rastr!ct!re&

Enabes service(centric management& .he m"st c"m)rehensive Singe P"int B$ 2"ntact !ser c"mm!nicati"n )at$"rm

"n the market&

Pr"vides a centrai5ed s"!ti"n $"r s"$t-are ")timi5ati"n and change a!t"mati"n

$"r the entire I. envir"nment&

Pr"vides c"ns"idated management ana%tics and c"m)rehensive re)"rting&

.he Fr"ntRange F"!ndati"n makes Fr"ntRange I.SM e/tensibe and scaabe&

3h% 2!st"mers 2h""se Fr"ntRange I.SM>

Q!ait% "$ ServiceL c"m)rehensive service i$ec%ce s!ite t" deiver )remi!m

service t" interna and e/terna c!st"mers&

.echn""g%L eading(edge, ")en architect!re, r"b!st, scaabe, c"st(e6ective&

est PracticesL b!it(in ind!str% best )ractices ( -ith the e/ibiit% t" c!st"mi5e

$"r !ni'!e and changing b!siness re'!irements&

Integrati"nL Seamess integrati"n t" "ther Fr"ntRange s"!ti"ns, ada)ters and

c"nnect"rs t" third )art% s"!ti"ns&

Em)"-ermentL em)"-er end !sers and s!))"rt teams -ith m!ti(channe

c"mm!nicati"n )at$"rm&

a!eL high ret!rn "n investment, "-er t"ta c"st "$ "-nershi) and c"m)etitive

di6erentiati"n&

."" L M2 S"$t-are

2!st"mer F"c!sL

.he t%)ica M2 c!st"mer is a arge enter)rise, instit!ti"n, man!$act!rer "rs!))ier c"n$r"nted -ith the task "$ managing a high% c"m)e/ and

decentrai5ed I. in$rastr!ct!re&

Seect 2!st"mersL

Ag$a(Nevaert Nr"!), De, IP2 In$"rmati"n, Keeds 2it% 2"!nci, ati"na

Semic"nd!ct"r 2"r)"rati"n, J"hns 7")kins ""mberg Sch"" "$ P!bic 7eath,

8niversit% "$ Pittsb!rgh Medica 2enter, !e2r"ss !eShied "$ .ennessee,

."%"ta M"t"rs)"rt Nmb7, F!=its!&

Ab"!t M2


13/16

M2 S"$t-are, Inc ;SEL M2


14/16

management )r"=ects a s!ccess& .hr"!gh M2:s arge ec"s%stem "$ M2(read%

s%stems integrati"n and techn""g% )artners, as -e as its "-n )r"$essi"na

services and ed!cati"n )r"grams, M2 can )r"vide %"! -ith c"m)ete s"!ti"ns&

3hether %"! need I.IK training and certi+cati"n, )r"cess "r architect!ra design,

im)ementati"n services, "r c"m)ementar% techn""gies, M2 has %"! c"vered&

M2 .echn""g%

M2:s techn""g% is b!it "n a singe, centra, shared data m"de& 8ni+ed service

vie- acr"ss a $!ncti"ns and )r"cesses ;thr"!gh the M2 Atri!m 2MD


15/16

100,000:s "$ !sers s!))"rted -"rd-ide

Deiver% M"deL SaaS "r Bn(Site

Pr"d!ctsL ivanti" Service Desk

2!st"mer F"c!sL Enter)rise, Mid(Si5e, SmaSeect 2!st"mersL

Ricard", ."shiba, .INI Internati"na, Zen Internet, 3inchester 8niversit%, 2erica

Medica, N7 Financias, 3ec"mS"$t-are, Ince Ka-, Arcadia 7"!sing Nr"!), AA

I2AS Nr"!), Aegis Nr"!)

Ab"!t ivanti"

ivanti" )r"d!ces ivanti" Service Desk, an a-ard(-inning s"$t-are s"!ti"n $"r

sma t" arge service and s!))"rt teams&

.he e/ibiit% and scaabiit% "$ the s"$t-are is reected in a diverse c!st"merbase -hich inc!des g"vernment "rgani5ati"ns, heathcare, c"r)"rate c!st"mers

and 100:s "$ SME:s acr"ss n!mer"!s ind!stries&

ivanti" -as "ne "$ the +rst c"m)anies t" deve") a service desk a))icati"n

s)eci+ca% designed t" be deivered "n(site "r as s"$t-are(as(a(service ;SaaS


16/16

.raditi"na service management s"!ti"ns can take m"nths t" im)ement,

ivanti" can be !) and r!nning in h"!rs -ith a t%)ica im)ementati"n taking

"n% da%s, inc!ding c"n+g!rati"n and training&

2"m)anies ike D7K )!rchased ivanti":s SaaS )r"d!ct m"re than C %ears ag"&

D7K needed t" manage Incidents and Pr"bems and t" be $!% ")erati"na -ithin

da%s& ivanti" c"m)eted the )r"=ect "n time and "n b!dget&

Nreat E/)erienceL Ind!str% eading SaaS s"!ti"n -ith )r"ven e/)erience

c"vering CW %ears and 1,000,000:s "$ incidents "gged& Bn(Site deiver% as"

avaiabe&

3ith a singe c"de base acr"ss a SaaS c!st"mers, b!gs are )r"active%

identi+ed and +/ed $"r ever%"ne sim!tane"!s%& .his dramatica% im)r"ves !ser

e/)erience and red!ces s!))"rt c"sts&

ivanti":s state("$(the(art high avaiabiit% )at$"rm deivers c"nsistent

)er$"rmance and an !)time "$ "ver &V&

Documents

Incident Management-BFSI