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Many organizations lack structured approach and infrastructure to deal with IT incidents. With no systematic approach for incident prioritization, resolution and remediation, they risk lack reporting capability to capture knowledge gained from incident resolution. Large corporations with a large number of IT assets and processes can be often overwhelmed by the number of IT incidents with no tools or established process for dealing with resulting in significant IT risks that threaten business performance and continuity.
The MetricStream solution provides for IT incident detection and recording, loss event tracking, investigation, escalation, diagnosis, and closure of incident - leading to an elaborate remediation or corrective action process. The solution centralizes and streamlines the complete IT case management lifecycle for IT, cyber and physical incidents as well as ethics violations. The solution improves the communication and the teamwork on exception cases across departments and functional areas and helps the top management gain enterprise-wide visibility into the status of issues and incidents and track related process metrics.
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Centralized Incident Recording: MetricStream allows centralized incident recording and documentation across various business units and locations. The solution offers manual recording of incidents as well as automatic triggering of incident workflows based on integration with IT operations management system such as BMC Patrol, CA EITM, HP OpenView that can route incidents to the MetricStream solution in real-time. The solution allows logging of an issue and assigns a unique case number that can be used to track the incident as it goes through various stages. It captures detailed information about the issue and supports categorization of issue type based on pre-defined criteria and severity level and identification of the responsible unit. The module also supports correlation with past data for quick analysis and decision on the need for remedial action.
Incident Review and Reporting: The system routes the incident for review and analysis to authorized users based on pre-configured rules for review, approval, and disposition. The applications decision tree functionality supports identification of reportable events as well as the type of report that needs to be filed. The system also captures incident data from external sources via interfaces to third-party products.
Investigation and Remedial Actions: The solution enables triggering automatic alerts and notifications to appropriate personnel for initiating immediate remedial action to contain the impact of the incident and conduct investigation. The investigation is driven by collaborative workflows that ensure responsiveness by assigning investigative tasks to an individual or a team with due dates based on severity level of the incident. Once a remediation is initiated, the case remains open till the action plan is carried out and results verified for effectiveness. Managers can track the status of the incident
Monitoring Incidents: Incident tracking reports and dashboards provide enterprise-wide visibility into the incident management process and highlight high-risk cases. The solution provides complete real-time visibility into the incident and exception data with analytics for trend analysis. Reports for status tracking, scorecards and compliance dashboards can be readily accessed. Graphical executive dashboards and flexible reports with drill-down capability provide statistics and data by a variety of parameters such as assets, applications, processes and business units. The system maintains a detailed incident history and also tracks their resolution status and key metrics such as loss information. | 
