Incident and Problem Management

Engineering Service Desk

Casne Engineering staffs a full time, 24x7x365 service desk designed to provide expert-level assistance to operations and maintenance staff across a wide range of production systems and vendor equipment. Service agreements include a powerful ITIL 2.0 Web ticketing system, SLA-driven response times, continuous system health monitoring, and predictable pricing models.

Incident Management
• Email, telephone, and web-based service request logging
• Incident classification, tracking, and initial support
• Investigation and diagnosis by qualified technical support staff
• Recovery of services to minimize business impact
• Escalation to Problem Management to resolve underlying root cause and prevent re-occurrence
• Manage change requests and track status
• Incident closure and notification to relevant parties

Problem Management
• Review incident details and identify root cause
• Perform Incident and Problem trend/correlation analysis
• Target and plan preventative action through Change Management process
• Maintain and publish metrics for support management

Continuous Health Monitoring
• Equipment monitoring including network devices, server hardware, supervisory systems, instrumentation and control equipment
• Software/application monitoring including HMI/SCADA, relational databases, plant historians, reporting systems, email systems
• Condition-based maintenance alerts
• Automated support ticket creation for Incident and Problem Management


Do you have a project involving engineering, system integration, technology infrastructure, or critical system support? New call-to-action to discuss your project with an Industry Principal.

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We strive to provide engineering at the highest level of quality. We recognize that project success is the result of team members working together toward a common goal. Our team is comprised of individuals with the highest integrity. They are joined as a team with each other, the client and other engineering disciplines by commitment and a relationship based on trust. We believe that this attitude is necessary for successful outcomes.

Curtis Clute

Curtis Clute, President