IRCM

IRCM is a Web-based incident registration and configuration management tool that supports helpdesk operations in an ICT environment. With IRCM, helpdesk agents can register and dispatch service calls. These calls can be related to agents, customers, SLA-defined activities, devices, incoming or outgoing mail, and timers. Service levels are guarded depending on call type, call status, and service window. The customers' infrastructure is managed in the configuration management module, providing full 2D tracing through related devices.