Service Desk Software Technical & Development Features

At the core of IncidentMonitor™ is a robust work flow engine. This work flow engine is used to develop the out-of-box, ITIL®-enabled processes. Our customers have full access to the work flow engine to modify the out-of-box process, or add their own custom processes. We strongly believe that giving our customers the option to adapt IncidentMonitor™ to support their needs today, and well into the future, is a critical feature of the application. Modification of the out-of-box processes or implementation of custom processes DOES NOT impact upgrading to the latest version of IncidentMonitor™. All customizations are upgraded with no additional effort required. Plus, we will upgrade your system (On-Premise or SaaS) at NO COST!


  • Single platform to develop, test and maintain significantly reduces Monitor 24-7's cost and supports rapid product development. Our cost savings is passed to our clients in the form of lower license cost.
  • Open architecture interacts with other products and platforms using standards based technologies eg COM, XML, .NET.
  • Advanced automation for authorizations, approvals, alerts, and dynamic field changes.
  • Collaboration between processes (e.g. Incident/Problem, Incident/Change, Problem/Change, etc.) is fully automated.
  • Snap-Ins allow you to add your own custom controls on companies, contacts, requests or assets in addition to the menu system.
  • Synchronous/Asynchronous scripting can be added to tasks to support before/after events that allow you to add your own custom logic that participates with IncidentMonitor™ transactions.
  • Service Rules can use asynchronous scripting for extra flexibility and custom operations.
  • Security Controlled Custom Menus allows you to add custom windows using security controlled access.
  • XML interchange for communicating with other systems as part of the core transactions.
  • Component Object Model (COM) objects can be leveraged in event logic and other applications for tailored, interactive functionality.
  • Single Sign On using Active Directory, LDAP, eDirectory and NetWare NDS Support allowing users to be authenticated via other directory systems.
  • Dynamic Contact Synchronization to any directory system such as Active Directory, LDAP, eDirectory and NetWare NDS.
  • Flexible Role Based Security allows all aspects of the system to be enabled/disabled for security groups.
  • Password aging and complexity rules to age out passwords and enforce complexity rules.
  • Security Role Delegation allows you to control who can assign other users to security roles.
  • Advanced and flexible architecture. Read more why you should select a tool with a well designed architecture. Just imagine buying a house without a solid foundation...


ITIL Workflow and Service Catalogue Form Designer
IncidentMonitor Service Desk Software offers a workflow designer which helps you to create the most advanced process flows within a few clicks. Combine this Graphical designer with our Graphical Service Catalogue Form Designer and you get the most advanced and flexible solution.