Incident Management

Restore ‘normal service’ as quickly as possible, reducing the risk and impact on your business.

Our Incident Management team, works to agreed service levels to define, record and resolve any issues that occur within your business. This differs from Problem Management, which aims to analyse the root cause of reoccurring incidents and to permanently resolve them. The PCMS Service Desk provides a single point of contact for all incidents, as well as IT Service Requests and changes related to the use of a customer’s products or services. PCMS can significantly lower your downtime so you can provide a better customer experience. We effectively monitor and analyse incidents so we can resolve incidents faster. Our bespoke service management software manages incidents 24 X 365 in line with ITIL management best practice.

Dedicated PCMS Incident Management services include:

  • Systems monitoring
  • Auto alerts, triggering email or SMS message alerts based on pre-defined criteria
  • Dashboard and tailored reporting
  • Incident reports such as:
    • Aged incidents reports
    • Incidents not updated
    • Incidents approaching SLA

Find out how outsourcing can enhance your customer’s experience

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Contact us

PCMS Group Ltd
Torwood Close
Westwood Business Park
Coventry, CV4 8HX
+44 (0)24 7669 4455

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