The Incident Manager (IMGR)

The Q3ADE 3G Incident Manager (IMGR) component provides a structured and integrated approach for the handling of incidents reported against the organisation's services or IT infrastructure.

The IMGR is a add-on component to the Q3ADE 3G Enterprise Management Platform which combines the latest IT technologies with a wide range of "legacy" Network and system management technologies to provide an integrated up-to-date view of the IT/Telecom network infrastructure and operational status.

Q3ADE 3G is applicable to practically any enterprise infrastructure, where equipment can be controlled remotely by means of digital communication. Q3ADE 3G solutions have been applied to the monitoring of very large telecom networks, railway infrastructure monitoring and aviation monitoring systems.

The Q3ADE 3G IMGR offers a range of tools to rapidly alert the operational staff of system problems and hence reduce the time to detect and resolve problems in the IT Infrastructure.

The IMGR serves as the focus point for an efficient Service Desk function, and the out-of-the-box capabilities of the Incident Manager are compatible with industry best practices as specified in ITIL.

The IMGR offers a full set of features to ensure efficient and seamless service desk functions. This includes:

• Customer and Service desk staff Incident Reporting via Q3Browser, WEB or email messages
• Secure service desk staff and administrator user interface and customer self-service interface
• GeLocation based assignment of incidents to technicians, including tracking of technicians locations
• Alert e-mails to service desk staff and customers
• Monitoring of planned repair start, completion times with alert mails 
• Central database for the storing of incidents, notes, knowledge base, configuration items and customer information.
• Out-of-the-box integration with the Q3ADE 3G NMS and FMS components.
• Alarm reception interface supporting a variety of management technologies like SNMP traps, CORBA notifications, TL1 alerts, alerts via e-mails.
• Gateway solutions to 3'rd party incident/trouble ticketing systems like REMEDY® and systems based on ITU X.790 and ANSI T1.277/228/262.

Applying the IMGR will improve the IT management processes by:

• Enforcing consistent processes for incident logging and resolution 
• Reducing service desk costs through decreased time-to-repair
• Improving service response, communications and resource management
• Increasing customer satisfaction
• Rapid fault cause determination by tight Service Desk Integration with company IT Infrastructure operational management (NMS and FMS).

Q3ADE 3G and IMGR is available with a free perpetual license. Download Q3ADE 3G and try it out.

More Information

Read the IMGR presentation folder.

Click here to return the the Q3ADE 3G Product overview.