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    SoftExpert Incident

    Incident Management

    Agility in recording and handling incidents

    SoftExpert Incident

    SoftExpert Incident is a software that ensures that product and process issues are properly and efficiently handled through an integrated process that tracks and manages the complete incident lifecycle from the initial report through investigation, root cause analysis, resulting actions (CAPA) and follow- up verification of effectiveness.

    SoftExpert incident management solution establishes a standard system for incident intake and automates incident management activities facilitating collaboration on incidents and tracking the progress of investigations.

    The system is aligned with key elements of the major frameworks such as ISO, FDA and ITIL. However, configurable workflows, forms, and business rules mean that the system can be set up to match the organization’s unique requirements. Some applications may include:

    • Incidents related to IT system anomalies and information security.
    • Nonconformances related to incoming materials, components, parts, and finished products.
    • Deviations in manufacturing processes.
    • Variances in performance management.
    • Near-misses to help identify and mitigate potential problems and systemic risks.
    • Loss events.
    • Break in the compliance to the law, policy, procedure, licensing or standards.
    • Environmental accidents and workplace injury/illness.

    Screenshots

    • Service Catalog

      Service Catalog

    • Incident Management

      Incident Management

    • SLA Definition

      SLA Definition

    • Management Portals

      Management Portals

    Features

    • Reports and runs incidents from mobile devices.
    • Manual recording of incidents as well as automatic triggering of incident workflows.
    • Automated investigation processes, task assignments and reminders using workflow capabilities.
    • Assists in evaluating resource allocation, providing a resource-focused view of workload distribution.
    • Complete real-time visibility into incident data with analytics for trend analysis.
    • Timely resolutions by defining response and resolution SLAs with defined escalation paths.
    • Resolution actions kept on record for compliance reporting and audits.
    • Has a unique portal for external users to initiate activities and requests.
    • Allows you to enter hours directly in the SoftExpert Activity Control component.
    • Data consistency guaranteed by using standard data entry forms.
    • Supports records on and control of operational loss events.
    • Incident monitoring with a variety of configurable reports and online portals.
    • Self-service portals with access to the SoftExpert Knowledge Base, with the ability to provide information in multiple languages.
    • Control activity execution using our customizable Kanban system portal.

    Featured Resources

    Webinar

    Incident vs. Problem: How to differentiate and manage it

    The difference between incidents and problems as well as the steps of proactively identifying and managing them.
    Learn more
    Watch now

    Webinar

    Common pitfalls of ISO/IEC 27001 implementation/certification project

    The most common mistakes made by organizations who are implementing ISO 27001.
    Learn more
    Watch now

    Ebook

    7 Crucial Elements in IT Service Management

    Read this eBook to find out which are the elements for make your ITSM initiatives more successful.
    Learn more
    DOWNLOAD
    More Resources

    See also

    ISO 27001
    SoftExpert EAM
    SoftExpert ESM
    SoftExpert BPM
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    SoftExpert
    • Products
      • By business needs
        • Overview
        • Business Process Management – BPM
        • Corporate Performance Management – CPM
        • Enterprise Asset Management – EAM
        • Enterprise Content Management – ECM
        • Enterprise Quality Management – EQM
        • Enterprise Risk Management – ERM
        • Environmental, Social and Corporate Governance Management – ESG
        • Governance, Risk and Compliance Management – GRC
        • Human Development Management – HDM
        • Enterprise Service Management – ESM
        • Product Lifecycle Management – PLM
        • Project and Portfolio Management – PPM
        • Supplier Lifecycle Management – SLM
      • By industry
        • Overview
        • Aerospace and Defense
        • Agribusiness
        • Architecture, Engineering & Construction
        • Automotive
        • Chemicals
        • Consumer Goods
        • Education
        • Energy & Utilities
        • Financial Services
        • Food & Beverage
        • Healthcare
        • High-tech
        • Medical Devices
        • Mining & Metals
        • Pharmaceuticals & Biotechnology
        • Public Sector & Associations
        • Retail
        • Transportation & Logistics
      • By regulation
        • Overview
        • AS9100
        • BPMN
        • BSC
        • CBOK
        • CMMI
        • COBIT
        • COSO
        • FDA 21 CFR Part 11
        • FDA 21 CFR Part 820
        • FSSC 22000
        • GDPR
        • IATF 16949
        • ISO 10015
        • ISO 13485
        • ISO 14000
        • ISO 15189
        • ISO 19011
        • ISO 20000
        • ISO 22000
        • ISO 22301
        • ISO 26000
        • ISO 27001
        • ISO 31000
        • ISO 37001
        • ISO 45001
        • ISO 50001
        • ISO 55000
        • ISO 9000
        • ISO/IEC 17025
        • ISO/TS 14253
        • ITIL
        • OHSAS 18000
        • PMBOK
        • Six Sigma
        • SOX
      • All products
        • Overview
        • Action Plan
        • Analytics
        • APQP-PPAP
        • Archive
        • Asset
        • Audit
        • Calibration
        • Capture
        • Competence
        • Customer
        • Document
        • FMEA
        • Form
        • Incident
        • Inspection
        • Kanban
        • Knowledge Base
        • Maintenance
        • Meeting
        • MSA
        • PDM
        • Performance
        • Portfolio
        • Problem
        • Process
        • Project
        • Protocol
        • Request
        • Requirement
        • Risk
        • SPC
        • Storeroom
        • Supply
        • Supplier
        • Survey
        • Time Control
        • Training
        • Workflow
      • SoftExpert Excellence Suite
      • SoftExpert Excellence Suite
    • Services
      • Overview
      • Training
      • Cloud Computing
      • Consulting and Implementation
      • Customization Services
      • Integration
      • Performance Optimization
      • Service Hours Pack
      • Support
      • Validation
    • Company
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      • Business Partners
        • Find a Partner
        • Strategic alliances
        • Become a Partner
        • Qualification Form
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