Incident Management
Digitize incident management and improve support service quality
Faster resolution, full traceability, and real-time operational control. Request a personalized free DEMO and optimize your user support model.
THE CHALLENGE
More users, more systems, more channels… and no clear model
When an organization grows—more users, more systems, more interaction channels—incident management becomes difficult to control without a structured model.
It is common to find:
- Support requests via email, calls, or messages without traceability
- Duplicate incidents or lack of clear follow-up
- Lack of prioritization based on impact or urgency
- Limited visibility into the status of each case
- Difficulty meeting SLAs or response times
The result:
- Reactive, poorly scalable service
- Deterioration of the user experience
- Dependence on individual knowledge
- Inability to measure and improve
- Uncontrolled rising operational costs
Root of the problem
The problem is usually not technological, but process-related. Many organizations operate without a structured incident management (ITSM) model:
- Lack of a single point of entry for requests
- Non-standardized and non-automated processes
- Absence of systematic classification and prioritization
- Dependence on individual knowledge instead of processes
Without a ticketing system, management becomes scattered and inefficient as volume increases.
THE SOLUTION
Ticketing system integrated with D365 Finance case functionality
Revertis’ Incident/Case Management solution structures, automates, and centralizes the entire support and user service process.
We implement a locally developed ticketing system fully integrated with D365 Finance case functionality, featuring workflows based on ITIL best practices.
Integrated with D365 Finance
Ticketing system integrated with native D365 Finance case functionality.
ITIL Workflows
We define workflows based on ITIL best practices: classification, prioritization, and resolution.
Assignment Rules
Configurable rules for assignment, escalation, and tracking of each case.
Multichannel Access
Users access from their workspace or from the Revertis website.
Centralized Communication
All communication and documentation remain within each case, from opening to closing.
User Permissions
Each user can interact with or create incidents according to their assigned permissions.
OBJECTIVE
Transform every incident into a structured ticket, with tracking from opening to closing.
Transformation
From scattered channels to a single point with full traceability
Before
Management distributed across multiple channels without control
Lack of traceability and incident tracking
Subjective or non-existent prioritization
Variable and unpredictable response times
After
Single point of entry for all requests
Structured tickets with status, priority, and owner
Full lifecycle tracking for each incident
Faster and more consistent resolution
Measurable and achievable SLAs
WHAT'S INCLUDED
Full coverage of the incident management cycle
Entry and Self-Service
- Self-Service Portal
- Multichannel access (email, web)
- Automated ticket creation and registration
Classification and Assignment
- Classification by type, impact, and urgency
- Systematic prioritization
- Automatic assignment to teams or technicians
Lifecycle Management
- Configurable ITIL workflows
- Escalation and exception management
- Full history of each incident
SLAs and Commitments
- SLA Management
- Response time control
- Compliance measurement
Knowledge and Reporting
- Knowledge base for recurring resolution
- Dashboards and service reporting
- Metrics for continuous improvement
How many incidents go untracked in your organization every week?
Request a personalized free DEMO. We will show you how to structure your support on D365 with an integrated and traceable system.
METHODOLOGY
How we implement the incident management model
01
Analysis of the current model
We map current channels, volume, teams, and SLAs
02
ITIL workflow design
Configuration of categories, priorities, and escalation rules
03
Integration with D365 Finance
Connection with case functionality and portal configuration
04
Validation with real cases
Testing with client data and team training
05
Activation and continuous improvement
Launch and optimization based on real metrics
RESULTS
Tangible results in service quality and operational efficiency
Typical impact after implementation:
- Reduction in response and resolution times
- Improvement in service quality and consistency
- Greater control over SLAs and compliance
- Increase in support team productivity
- Improvement of the end-user experience
A structured process allows services to be restored faster, minimizing the impact on the business.
Direct impact on:
- Service quality
- Team productivity
- User satisfaction
ONGOING SUPPORT
From a reactive model to a managed and optimizable service
Workflow Evolution
Process adaptation based on actual use
Optimization through Metrics
Continuous improvement based on data
ITSM Integration
Changes, problems, assets, and other IT processes
Knowledge Base
Progressive improvement of the solution catalog
ABOUT REVERTIS
Specialists in support and business process digitization
+20 years
of experience as a Microsoft Partner
Processes before technology
Methodological approach, not just tools
Growing environments
Experience in complex organizations
ITSM aligned with business
Adaptation to ITIL/ITSM models
ERP Integration
Connection with D365 Finance and other applications
