incident management
Speed Up Ticket Resolution with Smart Automations
Get ITSM-compatible
incident management out-of-the-box
Accelerate ticket resolution with S.NOC ITSM incident management through smart automation. Enhance efficiency and improve response times, ensuring that your organization effectively addresses incidents and minimizes downtime.
Get ITSM-compatible incident management out-of-the-box
- Offer end users multi-channel support by allowing them to create tickets via email, phone calls, and a web-based self-service portal. Automatically convert emails to tickets.
- Manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses.
- Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
- Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths.
Automate Ticket Workflow Process, Improve IT Help Desk Efficiency
- Automate every step of the ticket life cycle right from categorization to technician assignment by using business rules.
- Make sure that no ticket is left unassigned by automatically assigning tickets to technicians based on round robin or load balancing auto assign models.
- Communicate better with end users with automated notifications that use custom email templates.
- Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.
Meet SLAs on time, Guarantee End-User Satisfaction
- Improve resolution times by assigning incidents to technicians as soon as they are logged into the help desk software.
- Prevent SLA violations by enabling multi-level proactive response and resolution escalations.
- Keep end users informed at every step of the incident management process using automated notifications.
- Increase the end-user visibility of incident status and progress by providing information in the self-service portal.
- Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.
Solve IT Incidents Faster, Enhance Service Quality with the Knowledge Base
- Integrate incident management with a well structured and easy to build knowledge base.
- Publish knowledge base articles in the self-service portals to reduce the flow of incidents into the help desk.
- Improve turnaround times and resolution quality by maintaining a knowledge base of advanced technical solutions exclusively for, and limited to, technicians.
- Maintain the quality of knowledge base articles with an efficient approval process.
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OUR Certifications and Accreditations
Our industry certifications and accreditations that demonstrate our commitment to quality, compliance, and excellence.
These certifications enhance our capabilities and ensure we meet the highest standards in delivering innovative solutions to our clients.
These certifications enhance our capabilities and ensure we meet the highest standards in delivering innovative solutions to our clients.
Penetration Testing Service Licence & Managed Security Operations Centre (SOC) Monitoring Service Licence 
Singapore SBO IMDA 
HK SBO OFCA 
ISO 27001 
ASP（MCMC） 
FCC 214 & FCC 499
CCIE
Cisco Certified Internetwork Expert
CISSP
Certified Information System Security Professional
LPIC
Linux Network Professional Certification
MCSE
Microsoft Certified Solution Expert
PMP
Project Management Professional
HCNA HCNA – R&S HCNA – STORAGE
Huawei Certified Network Associate
ACP
Alibaba Cloud Certified Professional
ACA
Alibaba Cloud Certified Associate
AWS ASSOCIATES
Certified Solutions Architect
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Schedule a free consultation with our expert engineers
by calling (65) 6011 6288 or emailing info@goipgroup.com.
Discover tailored solutions and insights that can drive your success.
by calling (65) 6011 6288 or emailing info@goipgroup.com.
Discover tailored solutions and insights that can drive your success.