Volchok Consulting, Inc.
Technology Expertise™
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MAX Incident Management
ITIL defines Incidents as issues that arise that prevent Users from using their normal IT services, like printing, email or file servers. When a User reports an Incident, MAX provides fast data entry and relevant solutions to the User’s issues. MAX Incident management allows your technicians to quickly find the User, code the User’s Incident and get to the actual work of solving the issue. Relevant Knowledge Base articles are automatically displayed, as are any relevant Problems that may be affecting the user and causing the Incident. Technicians can easily reassign the Incident to a relevant support team and it will appear in that team’s Home queue. The support team can also receive an email notification, complete with Incident history, User contact information, and a hyperlink back to the Incident in MAX.
[It took] no time at all [to get oriented in MAX]… I started making tickets before they wanted me to.
Obinna Small, IT Support, JWT New York
