Incident tracking is a popular system for recording any kind of event or issue and addressing it in an orderly way. Whether it's part of emergency response, customer service, maintenance, or any other system, incident tracking software or gear gives staff the tools to respond to the challenges found in any kind of work place.

For training on this kind of system, those who want to ramp up a incident tracking setup at their own business can choose from several options. The web offers incident management and tracking education and training opportunities including:

1. Resources on training for incident management software and systems from consulting firms in several market roles.

2. More incident tracking classes and course content from schools, colleges and universities.

3. Additional info on incident tracking solutions from info pages and net resources describing general methodology.

Action Steps
The best contacts and resources to help you get it done

Find consulting type incident tracking training solutions

Often, a consulting firm can be a fast and effective resource for getting incident tracking tool sets and systems running on-site. Look at what these companies can offer for teaching both top brass and the rank and file about how these critical systems work to address challenges.

I recommend: All Hands Consulting offers a variety of incident command courses with in-depth training on how to handle incidents as a business. Find more of this kind of training from Citrix Training Options.

Look for more incident tracking training from schools

Schools across the country also offer courses in incident management solutions and similar ways to manage a business. Within a school of business, incident tracking will often be included in a specific course or syllabus, so inspect these resources for clues to what might be perfect for training staff.

I recommend: Canyon College offers course content on incident tracking systems for schools and other businesses, where either an emergency response system or a customer service issue would lead decision-makers to ask whether their organization has an incident tracking system. Get more training on incident tracking systems from schools like the University of New Mexico.

Find out about incident tracking on the web

Companies and organizations give readers more knowledge on incident tracking through informative web pages detailing what incident tracking systems are generally like and how they might be used in any particular role within a business environment where orderly tracking helps work get done or enhances health and safety.

I recommend: Get incident tracking white papers for finding out more about this methodology at Silicon.com. Learn more from sites like Microsoft TechNet.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  When a business is looking into incident tracking education and training for handling its specific processes, customization is key. However, it can also be useful to take a look at how other similar businesses do this task, just as a rough guide to what might prove most effective.

Incident tracking should be part of every help desk operation. If you can't track and monitor incidents, you can't resolve problems. Persistent problems or slow resolution times reduce customer satisfaction. Don't be fooled into thinking small companies can get by with a paper tracking system. If work orders get lost or the resolution isn't documented, you're not providing good customer service.

Modern technology makes incident tracking software easy to find and affordable. You can monitor incidents whether they are reported by phone, email or web-based forms. Management can easily track the incident from report, to assignment, to resolution. In addition to improvement in customer satisfaction, an incident tracking system provides the following benefits:

1. Increased help desk productivity.

2. Reduced incident tracking costs.

3. Allows users to bypass the incident tracking system by solving some problems on their own.

Action Steps
The best contacts and resources to help you get it done

Open source means affordable incident tracking solutions

Open source software is available for all types of computing needs, including incident tracking. In addition, open source means your IT team can participate in the ongoing development and improvement of the software.

I recommend: Help Desk Reloaded is a web-based system that allows users to enter their problem into a form. Your technicians review the requests and take the appropriate actions. Once a resolution is found, the user is notified through the system. Go through the online demo to see how smoothly the system works.

Make your email system the first step in incident tracking

One of the quickest incident tracking solutions is to have users send their problems to you via email. Funnel those emails into incident tracking software and follow the resolution process from start to finish.

I recommend: AnswerTrack not only provides an email-based incident tracking system, the software also supports a knowledge database for customers and a customer satisfaction feedback system. IssueTrak offers a similar product which also includes reporting and time tracking tools. You can sign up for a free trial of either product in order to test out the features.

Install incident management software capable of handling busy help desks

Complex help desk operations which field phone calls, emails and web contacts need fully-featured software. You want your customer service techs to spend less time on the phone with each client and more time resolving problems.

I recommend: ServiceDesk Plus is a comprehensive incident tracking system. It's suitable for companies with multiple locations and is easily customized for your company needs. It get high marks from IT professionals. In addition to help desk functions, features include asset management, ITIL compatibility and reporting. Take a live demo to review this incident management software.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Think about where most of your customer incident reports come from when you're choosing an incident tracking system. You don't want an email-based system if most of your reports are called in.
• •  Whenever possible, set up a web-based FAQ or knowledge base that empowers customers to resolve the problem on their own.

Every day, businesses have a to-do list in place and work to achieve goals on tasks and projects. They also deal with customer service inquiries and issues. The bigger the business, the more difficult it can be to make sure everyone is on schedule, on task and providing the customer service that will make the business a success. Incident tracking is a great way to make sure employees accomplish all of the necessary elements for your business. As you look into incident tracking software or companies, there are some key terms you need to know.

Action Steps
The best contacts and resources to help you get it done

Task management

Task management, also known as project management, is overseeing the tasks your company is to accomplish and making sure they are done on schedule and in the right way. Incident tracking can help with task management.

I recommend: Access the Free Management Library for more details on project management.

CRM

CRM stands for customer relations management. It refers to the methods and software that companies use to maintain their relationships with customers, such as organizing customer information or logging customer encounters.

I recommend: Soffront provides incident tracking methods and software that focus on CRM solutions.

PCI DSS compliance

The PCI DSS is a set of security standards for businesses processing credit cards, debit cards and other payment account information. This is one of the many areas in which incident tracking is crucial.

I recommend: Visit the PCI Security Standards Council for more information on PCI DSS. GSI Hosting works through its incident tracking program to help your company achieve PCI DSS compliance.

Software hosting

Many businesses that offer incident tracking software will also offer to host the software for your company. These businesses, otherwise known as application service providers (ASPs), put the incident tracking software on their equipment at their facility and your business accesses it remotely through the Internet or via network access.

I recommend: The Free Encyclopedia of Ecommerce explains software hosting in more detail. IssueTrak offers software hosting of their incident tracking program.

Open source

When a company offers open source incident tracking software, this means that it makes the source code for the software available to you, allowing you to copy, modify and redistribute the source code without additional fees.

I recommend: Visit the Open Source Initiative (OSI) for a list of distribution terms that companies offering open source incident tracking software have to meet.

Interface

Interface is the communication link between hardware and software components in a computer. User interface refers to the means in which a user communicates with his or her computer. Many companies that offer incident tracking software may refer to a user-friendly interface.

I recommend: Shareware Connection may describe some software programs as having a user-friendly interface.