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

LETS DISCUSS YOUR PROJECT

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

 

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