| Abstract: | The issues of service excellence and productivity are paramount in any organization, especially organizations such as a bank, tele-com etc. Therefore, we intended to aid the in- service quality of those organizations by bringing software called “Incident Management System” that automates the manual incident handling system. This system registers every incident which affects the organization’s service; and assigns these incidents to the person who resolves and provides solution to problems. Finally, the System produces, summarizes reports regarding incident details in terms of what kind of incidents occurred and which service was affected by these incidents; how many of the incidents were resolved, on progress and closed. In addition, the users of the system have their own accounts (user name and password) for security issues; and a clear and defined classification related with their job responsibility. The system also has incident priority set up which helps classify incidents with risk level; and it can allow escalate incidents between persons holding the same position in an organization or between supervisors and subordinates. Incidents are a common obstacle of organization’s service quality and productivity. This system results in significantly improved ways in which the incidents are timely resolved and the services restored to normal state. |
