Incident Management

At CCL we have provided service desk support as a single point of contact via email or phone, on site or remote for all customer end users to help restore a normal services and to minimize business operations impact as quickly as possible,  either by providing a workaround or providing first time resolutions, regardless of what type of issue arises,  our main goal is to deliver high-quality services to the customers in a timely manner based on the service level agreements in place. 

We will also provide workshops based on Incident Management to gather the customer requirements to make assessments to ensure and provide best practices to deliver the right ITSM solution for your company as part of customer’s project implementations so that the the right processes, people and technology are in place so an organization meets its business goals.  

Incident management (IM) is an IT service management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible, and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.