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[ ITIL - Incident management ]
 Simplify incident input.
By means of predefined templates, you can input a new incident in a few seconds without even having to use the mouse. Another
example: you want to link the affected CI to the incident. After having input the user, Octopus will automatically display the
user's list of CIs.
Monitor your support center's performance.
For a given period, you can readily obtain the percentage of incidents resolved at the first level of support, the percentage of incidents resolved
remotely without a technician having had to go on site, the average support cost per incident, etc. Octopus enables you to view these key performance
indicators and many others.
In addition, a dashboard is available enabling you to view the current situation of your support center, as well as statistics in the form of graphs.
Reduce the number of incoming calls.
Enable your users to submit incidents and service requests via a user-friendly Web application that requires no training.
The Web application may also be used by other departments to receive requests.
[ ITIL - Service request management ]
Manage your service requests efficiently.
Octopus provides a module that is specially designed for service request management.
Standardize the service requests you receive on a regular basis; indicate the information the user must provide, the authorizations to obtain, the tasks
to perform as well as the service level to which to conform.
What is a service request?
A service request is a request made by a user for service delivery, of which the associated tasks, costs and risks are known and convened. For example:
installation of a new workstation, creation of a user account.
[ ITIL - Problem management ]
Link your incidents to problems.
Octopus helps you identify the incidents for which you must create problems. Once the problem has been created, you may associate all concerned
incidents to it.
[ ITIL - Change management ]
Properly document your changes.
An organized management of changes begins with documenting them well. For each change, in addition to the description, specify the impacts if
the change is implemented or not, the associated risks, authorizations, costs, planned downtime, tasks to be performed, etc.
The list of users and computers is obtained from Active Directory.
Get an accurate picture of your servers.
If a server goes offline or if you plan on performing a change affecting it, Octopus can provide you with a detailed picture of the server. This
information includes the dependent CIs, the server's history of incidents and changes, as well as known unresolved problems.
Octopus enables you to quickly and easily document relationships between your CIs. For example, for a database server, you can define relationships
with the applications depending on the database hosted on the concerned server. For each relationship, you may input additional information, such
as the name of the database, the number of users, the impact, etc.
Create new CI types.
Octopus enables you to define new CI types, new configuration attributes for these types as well as new possible relationships. Use Octopus to keep
an inventory of all your equipment.
[ ITIL - Service Level Agreements (SLA) ]
Manage your users' expectations.
According to the incident's level of priority, specify the maximum delay for resolution. For a service request, indicate the maximum delay for processing.
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