INCIDENTRAX^TM / SUPPORTRAX^TM

			Implementation & Support Services Services for IncidenTrax / SupporTrax include: Initial requirements analysis, design and installation consulting Configuration, custom implementation, and training Data import and integration with legacy databases and systems Ongoing hosting, maintenance and support (at client site, and through Acenes' 7x24x365 Technology Support Center)

Web-Based Incident Tracking & Service Request Management Systems

Acenes' IncidenTrax^TM / SupporTrax^TM line of software products provides web-based systems that are applicable to a wide range of Federal government requirements for incident tracking and service request management.

Incident Tracking, Reporting & Resolution System
Federal, state and local government organizations must be able to track and closely manage responses to security and emergency incidents. These requirements are also applicable to inter-agency and Federal-state-local coordination organizations, to non-profits, and the private sector.

Acenes' IncidenTrax / SupporTrax system is a totally web-based system that can be easily configured and deployed to handle incident management and response needs. IncidenTrax / SupporTrax can be effectively applied across diverse and geographically separate organizations that do not have common information systems. The secure IncidenTrax / SupporTrax system can:

• Enable authorized personnel to record incidents and initiate responses
• Apply unique business rules for routing alerts (via web, email, pager etc.)
• Restrict access to authorized groups, each with unique access rights
• Automatically initiate detailed follow-up response plans & work-flow routings
• Insure integrity and audit-trail of actions through date-time stamping
• Generate operational logs & management reports
• Be integrated with other databases and systems
• Provide flexibility to re-program and customize the system over time

Service Request Management System
Acenes' IncidenTrax / SupporTrax systems provide a wide range of "service request" applications for supporting government programs and related business processes, including:

• Technical Support Help Desks (including phone/email support, and desk top support)
• Service Desks applicable to many government programs and business processes
• Constituent/Customer Relationship Management applications
• Support of software systems implementation, deployment, support, and maintenance

		Acenes IncidenTrax / SupporTrax Web-Based Systems Include: Service Request Management, KnowledgeBases, WorkFlow, Document Management, eForms, CTI integration (with ACDs/telephony equipment), Asset Management, Self-Service Portals, Personal Portals, Data Extraction & Reporting

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