DiliGenie Salient Features and How they Practically Help out

Role-based dashboards make the ITSM Incident management process much easier for service managers, service engineers, and end-users. 

For example, the service managers will have the ability to add, edit, and delete employees and users from the dashboards. 

The service engineers on the other hand can manage incidents, problems, and changes. 

Moreover, the service engineers have the liberty to manage configuration, knowledge, and service level. The engineers must also look for room for continuous improvement on the dashboard. 

The end-users have the liberty to raise and overview tickets and incidents and gain access to the knowledge base. Moreover, the service engineers also have the liberty to reopen incidents if they are not satisfied with the solution provided by the service engineers. 

Apart from being highly useful to managers, engineers, and users, the DiliGenie ITSM dashboard also possesses RAG indicators. 

The RAG (Red, Amber, Green) indicators help you understand your company’s IT health. If the light is Red it’s an alert, Amber for caution, and Green means you are clear.

The incident management ticketing system is an incredible feature of the DiliGenie. Thanks to Incident management and ticketing features, users can automatically create tickets for major incidents, allowing you to focus on serious issues. Therefore, you too can focus on important issues first and resolve them before iteration. 

Apart from that, Parent-child incident ticketing can help you organize a primary ticket for user incidents. As issues related to the primary incident or user keep coming in, you can Link related tickets, KB, and KEDB articles to the parent tickets easily. 

Not just that, if you want to integrate your DiliGenie incident management module with the SIEM tool to create incidents. 

This feature enhances our parent-child ticketing system and helps engineers and managers find related tickets on the DiliGenie incident management tool easily. Moreover, it also helps them resolve the issues efficiently, with zero errors.

The integrated project management module of DiliGenie Incident Management system software ensures that if you are in charge of a project, you complete it perfectly. That’s why it is designed to provide complete support while executing and monitoring projects. 

DiliGenie’s project management module lets you plan action items, and execution processes, onboard members, and communicate with them efficiently. And along with it, you can also ensure that the project is incident-free, and faces zero disruption in case of any change.

Apart from that, the Integration of a time sheeting tool along with the project management module will help you to track the time the resources spent working in the IT operations.

DiliGenie Problem & Incident Management platform ensures that whenever there is a ticket, you manage it with full efficiency. It is designed to help you identify, analyze, address, and manage the root cause of the problem right on the platform.

With a systematic approach from our end, you can first identify the problem and perform an RCA (Root Cause Analysis) to uncover the issue and settle it once and for all. 

Also, with the Genie bot always giving solution recommendations and other suggestions, it will be easier to resolve the tickets faster.

The DiliGenie service request feature lets users raise their tickets following a structural process. Once the request is submitted, you can track it through their life cycle, and prioritize them based on their needs. 

Service request feature also helps you to streamline your work process, and tackle incidents based on their urgency and demand of the hour. 

Moreover, the DiliGenie service request feature contains a configurable catalog and forms that describe the service you will receive from DiliGenie. Along with it, you can link your CI Items to the Service Request feature to understand the hotspots in your IT Landscape. 

It will help you to keep track of the requests you are getting every day and find out how many times you have been successful in providing services. 

DiliGenie Change Management feature assesses risk and tracks every update that goes on during change management. The Change Management feature in our ITSM tool is responsible for the entire lifecycle of changes that happen in IT and infrastructure. 

The primary job of the Change Management feature is to make sure that the change is brought into the space with minimum disruption or downtime in IT operations. The change calendar understands when the changes are being deployed and also prevents any change from getting in, during the employee freeze windows. 

The change manager or the engineer can keep track of the exact record and ensure that the changes are completed with zero errors.  Hence, with this feature, the DiliGenie managers can take care of the risk assessment, impact analysis, and stakeholder communication, and maintain detailed records of each change.

The knowledge base feature is where everyone is equally learning how to utilize DiliGenie to get the image delivered. With the knowledge base feature, you can solve recurring problems created and captured as KEDB. Apart from that, there will be common and frequently asked questions, and ideas on the IT Landscape, certain critical systems, and SLAs as KB articles. 

Additionally, it will also help the users resolve some minor issues on their own while the engineers are working on more important tickets.

Moreover, the knowledge base often provides solutions such as KEDB to the service engineers to resolve the tickets sooner than usual.