IncidentMonitor is an ITIL-based software for service management. IncidentMonitor enables the description and implementation of all types of processes, also non-ITIL based processes. The number of configured processes is unlimited, allowing the client to expand the scope of process management.
IncidentMonitor ITIL process templates (for the management of incidents, problems, changes, configuration and service levels) have been approved by Pink Elephant.
IncidentMonitor users can benefit from the full functionality of the solution – they do not have to purchase extra server module licenses. The client only purchases the single-user or multiuser licenses according to the number IT specialists involved in the processes. The licenses can be combined and used simultaneously according to the client’s needs. Extra packages of licenses can be purchased as the company grows.
User Interface, Knowledge Base, Automation
IncidentMonitor is ahead of its time in that its functionality includes already many of the suggestions stressed by ITIL V3 for service management.
Free user interfaces (the web, direct communication with e-mail) help to organize and automate communication: - With end users of IT services (all employees of the client company);
- With temporary users of IT services (managers, accountants) who can perform their role without having to purchase an IT specialist’s license.
Knowledge bases – Google-type text bases allowing searches. Knowledge bases are mainly used for: - Helping end users to find necessary instructions in the knowledge base without user support;
- Helping IT specialists with current incidents and problems by finding previous similar solutions.
Automation. ITIL V3 concentrates on the automation of handling standard situations (e.g. processing monitoring alerts; setting standard changes and orders; description of standard incidents etc) that are easy to pre-configure in IncidentMonitor. . IncidentMonitor Hosting is meant for small-sized companies that do not wish to house a server. The service includes an IncidentMonitor License, ITIL process templates, server rental and software user support with the fee of 1000 EEK a month per user.
Service management applications are meant to be used for a long period and therefore well-organized user support is of great importance. MicroLink is the provider of the first level of support for users of IncidentMonitor in Estonia. The second level support is provided by Monitor 24-7. As a representative of IncidentMonitor in Estonia, MicroLink has extensive experience, resources and know-how to support various applications. MicroLink support team has received their training with the software developer. We have years of experience in ITIL-based service management, the system which also supports IncidentMonitor. ITIL Consulting and Training
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Business solutions 
