Key Components Of Our Incident Problem Management

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Incident Management Excellence

  • Our approach's heart lies in a comprehensive incident management process that adheres to ITIL principles. Incidents reported through our Service Desk, the central hub for IT support, undergo meticulous scrutiny.

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Incident Identification and Logging

  • Our process is initiated by creating detailed records of incidents, capturing their impact on services and affected components.
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Categorization and Prioritization

  • Our efficient allocation of resources is ensured by categorizing incidents based on their nature and impact. Prioritization is paramount, addressing the most critical issues promptly.

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Investigation and Diagnosis

  • Once prioritized, our expert IT team delves into root cause analysis (RCA) to develop effective resolution strategies.
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Resolution and Recovery

  • Swift implementation of solutions is our focus, minimizing downtime and ensuring a quick return to regular service operations. Our recovery procedures guarantee stable systems post-resolution.

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Problem Management Process

  • RND Softech's proactive problem management takes a holistic view, leveraging Root Cause Analysis (RCA) to unearth underlying issues responsible for recurring incidents.
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Problem Identification

  • Our approach's heart lies in a comprehensive incident management process that adheres to ITIL principles. Incidents reported through our Service Desk, the central hub for IT support, undergo meticulous scrutiny.

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Investigation and Diagnosis

  • Thorough investigations, often collaborating with stakeholders and using advanced diagnostic tools, determine the root cause of identified problems.
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Resolution and Recovery

  • Upon identifying the root cause, a comprehensive resolution plan is developed, encompassing changes to processes, configurations, or systems to prevent the recurrence of similar incidents.

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Implementation of Permanent Solutions

  • Our solutions extend beyond quick fixes. Permanent measures are implemented to address root causes, whether through IT infrastructure changes, software updates, or process enhancements.

Unlocking RND Softech's Server's Incident Management Services benefits

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RND Softech, is a 25 year old Pioneer Off-shore BPO staffing partner servicing the US , UK, Canada & Australian markets across 15+ Back office support domains.