IncidentMonitor

Qui utilise IncidentMonitor ?

L'éditeur se concentre sur les organisations disposant d'un centre de services comptant 10 à 100 agents d'assistance et un support interne ou externe. La fonctionnalité Enterprise attire également les grandes entreprises.

Description de IncidentMonitor

Solution de gestion de services ITIL. Certification Pink pour 10 processus. IncidentMonitor est un cadre de gestion de services prêt à l'emploi avec plusieurs modèles de processus gratuits. L'application offre des fonctionnalités d'entreprise à un prix avantageux pour les PME. Tous les processus peuvent facilement être personnalisés à l'aide du flux de travail graphique et du concepteur de catalogue de services intelligent. Aucun codage n'est nécessaire pour créer les flux de travail et formulaires web les plus avancés. Des processus illimités peuvent s'exécuter les uns à côté des autres pour créer un réel centre de services partagé.

Informations sur IncidentMonitor

Monitor 24-7

http://monitor24-7.com

Fondé en 1999

Vidéo de IncidentMonitor
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Présentation des tarifs de IncidentMonitor

IncidentMonitor n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de IncidentMonitor est disponible à partir de 36,00 $US/month.


À partir de

36,00 $US/month

Version gratuite

Non

Essai gratuit

Oui

Déploiement et prise en charge de IncidentMonitor

Ressources d'aide

  • Service de support permanent (réponse directe)
  • Support en horaire de bureau
  • En ligne

Déploiement

  • Cloud, SaaS, web
  • Installation (Windows)

Formation

  • Formation présentielle
  • Formation en ligne en direct
  • Webinaires
  • Documentation

IncidentMonitor - Fonctionnalités

  • Audit des problèmes
  • Gestion de la base de connaissances
  • Gestion de la remontée des problèmes
  • Gestion de projets
  • Gestion des affectations
  • Gestion des tâches
  • Problèmes récurrents
  • Programmation des problèmes
  • Tableau de bord

Logiciels de gestion des services d'assistance : afficher la liste complète

  • Catalogue de services
  • Gestion des billets
  • Gestion des connaissances
  • Gestion des contrats
  • Gestion des incidents
  • Gestion des ressources informatiques
  • Gestion des versions
  • Portail libre-service
  • Rapports de service

Logiciels de gestion des services informatiques : afficher la liste complète

  • Accès et contrôle à distance
  • Alertes et remontée des problèmes
  • Chat en temps réel
  • Communication multicanal
  • Configuration des workflows
  • Gestion de la base de connaissances
  • Gestion des accords de service
  • Gestion des billets
  • Gestion des centres d'appel
  • Gestion des ressources informatiques
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Macros et réponses types
  • Monitoring réseau
  • Portail libre-service
  • Rapports et analyses
  • Routage automatisé
  • Stockage de documents
  • Stratégie de marque personnalisable
  • Suivi des interactions

Logiciels helpdesk : afficher la liste complète

  • Accès mobile
  • Base de connaissances
  • CMDB
  • Contrôle à distance
  • Gestion des SLA
  • Gestion des achats
  • Gestion des changements
  • Gestion des incidents
  • Gestion des ressources informatiques
  • Portail libre-service

Logiciels pour centres de services : afficher la liste complète

  • Gestion de la configuration
  • Gestion de la disponibilité
  • Gestion de projets
  • Gestion des changements
  • Gestion des contrats/licences
  • Gestion des incidents
  • Gestion des problèmes
  • Gestion des versions et du déploiement
  • Portail libre-service
  • Suivi des ressources

Outils ITSM : afficher la liste complète

IncidentMonitor - Alternatives

Plus d'alternatives à IncidentMonitor

Avis sur IncidentMonitor

Lire tous les avis

Note moyenne

Facilité d'utilisation 4,3
Service client 4,6
Fonctionnalités 3
Rapport qualité-prix 3,3

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Écrivez votre avis !
Claire M.
Lead, Business Analyst
Services et technologies de l'information, 5 001-10 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    5 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    5 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 15/11/2016

"I love this product!"

Commentaires: 10 years ago, I was asked to research & purchase a software tracking system for a new helpdesk I was implementing. During the initial demo, all questions were answered with "yes, we can do that" and this application accepts and processes email - how great is that! Shortly after implementing the product, we were amalgamated into 5 different ministries, with 5 different helpdesk processes. We did a review & again, this product came out on top. The application has grown & improved over the years. I still love it and our clients are really happy with what we've done, via customer surveys that we implemented. There are so many things this application can do so it takes time to understand everything, but once you do, WOW there is no end to it. I now support it full time as there is so much more to do and I can configure it to suit my ministry's needs. Over the years, my organization has made requests for special configuration changes and the answer is still "yes, we can do that" and they do it. A recent comment I heard was "isn't it nice that we can make these configuration changes ourselves instead of having to send them off and wait months to get them done." The price includes all the modules so there is no "add ons" and no additional costs or surprises. If you purchase this product, there is no looking back!

Avantages: The fact that I can configure it myself. My previous experience is to send our configuration changes off and wait for approval, then someone to do the work. That can take months. I can do the work quickly and efficiently. The people on the support side are great people and do their best to accommodate you and your time commitment.

Inconvénients: Having worked with it for many years, there isn't much I don't know about the product. If I had to say anything, I would like to see the option to choose the color of each project because when you link one project to another, it can be difficult to know where you are as all projects look the same. Can be a bit confusing if you are not paying attention - however, that is a small thing overall.

  • Source de l'avis 
  • Publié le 15/11/2016
Carmine C.
President
  • Note globale
    5 /5
  • Facilité d'utilisation
    4 /5
  • Fonctionnalités
    Sans note
  • Support client
    5 /5
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    Sans note
  • Source de l'avis 
  • Publié le 25/05/2016

"It sounded too good to be true"

Commentaires: It sounded way too good to be true. They promised us a lot of functionality for a price that seemed unbelievable. Well, I was wrong. They delivered what they said they would in the short project timeline. We were really impressed with their professionalism and positive get it done attitude. We never heard "we can't do that". They always had options to provide the functionality we needed. Their forms designer and workflow designer are all you really need to get the job done. We really loved the custom web portal that we could design ourselves very easily. It really makes it simple for our users. Pros
- Design your service interface with a kiosk like feel
- Design just about any form with no coding
- Design any workflow with no coding
- Person, group, vote or multi-level approvals
- Service targets all policy based and simple to set up
- Multi-lingual so all communication in user's language
- Integration with other business systems is seamless
- Web services / XML etc allow other systems to integrate
- Host multiple help desks easily and securely
- Messaging is simple and very customizable
- E-mail integration is excellent
- Windows, web and mobile client software
- Simple administration and operation
Cons
- There are a lot of features in this product that can take some time to get your head around what is possible with this software

  • Source de l'avis 
  • Publié le 25/05/2016
Ron G.
Software Developer and Architect
Logiciels, 2-10 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    2 /5
  • Facilité d'utilisation
    2 /5
  • Fonctionnalités
    2 /5
  • Support client
    Sans note
  • Rapport qualité-prix
    2 /5
  • Probabilité de recommander le produit
    1/10
  • Source de l'avis 
  • Publié le 09/11/2016

"Barely acceptable"

Commentaires: When a client of mine told me they were getting a new incident management system, I was excited. Until I saw and used IM. Maybe this was top-drawer 15 years ago. But, by today's standards it falls short. For general look-and-feel think Windows 95 and Classic ASP. If you wondered why all of the screenshots are blurred...
Looks aside, usability and functional workflow is just a mess.
Frustrating, dreadful stuff.

Avantages: Can't think of anything

Inconvénients: well, pretty much everything. The UI and UX are simply horrible. Dread using this software, but am forced by one of my clients.

Réponse de l'éditeur

envoyé par Monitor 24-7 le 09/11/2016

It was top-drawer 15 years ago and it still is. The client you speak of is no longer an active participant in maintenance and as such has not upgraded in several years. They have terminated maintenance a few years ago and still the use the product - sounds like a stable application to me.

You are more than welcome to contact us and see the latest version We'd love to get your feedback as to how to improve the product.

  • Source de l'avis 
  • Publié le 09/11/2016
Darrell M.
Director
  • Note globale
    5 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    Sans note
  • Support client
    5 /5
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    Sans note
  • Source de l'avis 
  • Publié le 25/05/2016

"Easy to use and easy to adapt to our corporate standards, process flows and design"

Commentaires: The great thing is that IncidentMonitor easily adapts to our business. It came with lots of free itil process templates. But as we have our own process flows we needed to adapt the flows. This was very simple to do with what they call the workflow and process designer. With the last update we also were also able to create multiple self service portals using logo's from our customers. They love it. With the service catalog designer we created smart forms and published those in the portals. the cons are that the tool offers so much that we probably don't use all. But I don't know if that really is a con. Overall great tool. Support from Monitor 24-7 is very personal. Usually we get direct access to people who know what they are talking about.

  • Source de l'avis 
  • Publié le 25/05/2016
Richard E.
Incident Management coordinator
  • Note globale
    4 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    Sans note
  • Support client
    5 /5
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    Sans note
  • Source de l'avis 
  • Publié le 25/05/2016

"Great plate-form for Incident Managemnt"

Commentaires: We have been using Incident Monitor for more than three years now.
The great pros is intuitivity. IM is easy to use and to personalize.
We have been able to build several projects that are currently functioning correctly.
The cons is that all the features are not supported with ie8

  • Source de l'avis 
  • Publié le 25/05/2016