Remedy Incident and Problem Management

Provide best-practice-based ITIL incident and problem management across the digital enterprise

Automate incident and problem management workflow to reduce the number of incidents handled, improve resolution times, and prevent future incidents. Based on ITIL® best practices, Remedy Incident and Problem Management capabilities give IT comprehensive visibility into the vital connections between IT infrastructure and business services.

  • Integrate all IT service support functions, including change, asset, service-level, service-request, identity, and knowledge management.
  • Achieve lower call volumes with business user self-service capabilities of MyIT.
  • Gain direct visibility into business priorities through integration with a single CMDB.
  • Align to ITIL best practices quickly and cost-effectively with expert services, comprehensive training, and out-of-the-box ITIL processes.

Optimize IT staff efficiency

ITIL CMDB visibility

See how incidents and problems impact critical business services with Atrium Configuration Management Database (CMDB).

Best-practice problem management

Identify and remove defects from the IT infrastructure to eliminate recurring incidents and stabilize the environment.

Out-of-the-box incident resolution

Efficient resolution of incidents via auto-assignment, incident enrichment, proactive incident matching and knowledge search, team collaboration, impact analysis and other workflow automation.

Minimized downtime

Root cause analysis is accelerated via auto-assignment, service impact analysis, insight into configuration data (CMDB), and other workflow automation.

Variety of intake options

Options for intake of new incidents include self-service, chat, social, registration by Service Desk agents, email, and web services.

Proactive business insight

KPI dashboards and process-specific reports provide valuable insight to prioritize resources and actions to resolve incidents with the highest business impact first.

Take a closer look

  • Powerful, proven workflow engine enabling automation of incident and problem processes
  • Intuitive user experience for rapid incident and problem creation and closure
  • Reduced call volumes by providing business users MyIT self-service capabilities
  • Multi-tenant architecture supporting service desk consolidation for global enterprises
  • Built-in process flow taskbar and interactive process model based on ITIL

All Products

IT Automation Workload Automation IT Service Management