Incident Management
An incident is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption to or a reduction in the quality of the service.
The Incident Management solution enables users to record and manage incidents within their area of operation.
The main goal of Incident Management is to restore normal operations as quickly as possible and minimise the adverse impact on either the business or the user. This will ensure that the best possible levels of service quality and availability are maintained.
Normal operation is defined as service operation within the Service Level Agreement (SLA) limits.
This web-based solution allows you to capture organizational events that may escalate into incidents, evaluate incident criticality, and assign response team members based on business impact and regulatory requirements. You can also consolidate response procedures, manage investigations end-to-end, and report on trends, losses, recovery efforts and related incidents. With QMSrs Platform, the Incident Management software solution allows you to effectively handle incidents that occur anywhere you do business from detection through analysis and resolution.
QMSrs manages the “incident lifecycle” by giving users the ability to manage and resolve issues themselves, and by allowing administrators to better manage, track, and prioritize issues.
Added value to customer
- End-to-End Incident Management
A flexible, automated case management solution for managing the entire incident lifecycle.
- Efficient Incident Response
Rapid access to response procedures so delegated personnel know exactly what they need to do and can act quickly.
The ability to link incidents to facilities, technologies, processes, vendors, etc. and to easily mine the data to see where problems are occurring so preventative action may be taken.
Support for anonymous reporting of incidents and ethics violations in accordance with the Sarbanes-Oxley, EU Data Privacy and U.S. Public Disclosure Acts.
Rapid return on your investment from a solution that you can implement out of the box (using predefined access roles, workflow, reports, dashboards, etc.) or easily tailor to your needs through point-and-click configuration.
The freedom to choose an on-premise or software as a service (SaaS) deployment and to move the solution from one environment to another as your needs change.
Features:
- Centralise Incident Data and Control Access
Consolidate incident documentation across business units and locations, and secure data down to the individual field level to protect the identity of individuals involved and the integrity of confidential information. The solution allows you to limit access to incident data to only those individuals directly involved in investigation, resolution and analysis.
- Track Incidents and Ethics Violations in Real Time
Report incidents and ethics violations that occur anywhere you do business through the solution’s web-based interface. Also use the Data Feed Manager to capture incident data from external sources, such as a call center or alert notification service. Additionally, enable anonymous (“whistleblower”) incident reporting as recommended by the EU Data Privacy and U.S. Public Disclosure Acts and required by the Sarbanes-Oxley Act.
- Manage the Investigation Process
Submit requests for incident investigations, noting the urgency, location and type (e-Discovery, Investigation or Litigation). Also assign an investigation owner, manager and support staff and auto-notify them when assignments enter their queue. Dynamic workflow prompts users for various levels of documentation based on the investigation status, and the solution captures evidence through manual entry and automated data collection.
- Track Incident Resolution
Import your library of response procedures and use them in the context of multiple incidents. Also document legal and law enforcement involvement, perform loss and recovery analysis, track incident resolution, including causes and corrective actions and manage Bank Secrecy Act (BSA) e-filing reporting requirements.
- Monitor Incident Status and Impact
Maintain a detailed incident history and audit trail with the capability to display multiple versions of a record throughout the incident lifecycle. Also track how incidents impact your business units, facilities, personnel, technology infrastructure and vendor relationships by generating risk assessments against failed controls or third party suppliers via seamless integration with other QMSrs Solutions.
- Report on Incident Management Activities
Track incidents by type, date, person, location, financial impact and other attributes through real-time reports. Also construct graphical dashboards that provide management with access to current incidents, their resolution status and key metrics, including loss information at the end of an investigation.
Our incident Management Solutions help organisations reduce the costs resulting from any incident occurring.