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Incident Management System

TBD Investments is an expanding investment firm with a national presence, specializing in diversified portfolios and strategic advisory services. Our goal is to implement an Incident Management System that streamlines communication across departments, identifies recurring issues, and enhances asset and knowledge management. This system will feature real-time email notifications, a dashboard for incident tracking, and customer access for self-service. By completing this implementation before January 2007, we aim to increase support efficiency, reduce resolution times, and cut system downtime by 25%.

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Incident Management System

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  1. TBD Investments SystemRequest Incident Management System Project Team: Beverly Orr and Darren Baker Project Sponsor: Jonathan Moore, CIO

  2. TBD Investments What is our Business? • Growing investment firm with locations nationwide • Manage diversified portfolios for small and medium-sized businesses • Deliver strategic merger and acquisition advisory services • Commercial Real-Estate Financing

  3. TBD Investments • Create an Incident Management System to be used by all groups • within a department • Identify common or reoccurring problems • Asset tracking • Knowledge management • Software license tracking Business NeedIncident Management System

  4. TBD Investments Business RequirementsIncident Management System • Receive email notifications for opened, updated and closed calls • Dashboard view of opened incidents to manage workload • Tracking of all calls to assist with internal audits • Customer access to input, review or close requests via the intranet • Produce management reports

  5. TBD Investments • Intangible • Increase customer support efficiency • Reduce problem resolution time • Reports generated will allow proactive measures to be taken • Tangible • Decrease system and customer downtime by 25% Business ValueIncident Management System

  6. TBD Investments Special Issues or ConstraintsIncident Management System • Required system completion before January 2007 • IT employees need authentication for access • Access will be determined by role • Customer authentication required for self service systems.

  7. TBD Investments Incident Management System Questions or Comments?

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