ServiceDesk Incident Manager (SIM)

Central to Syntax’s unrivalled ServiceDesk support is the ServiceDesk Incident Manager.

This in-house custom built web-based system manages all service and support requests, giving customers real-time visibility of their service requests including showing the details, status, owner, estimated completion time and performance against the SLA.


SIM acts as a central information system for all IT issues and provides customers with a complete solution for IT service management, including:

  • Call logging and management
  • Tracking
  • Incident history
  • User problem notification
  • Real-time system status
  • Service Level Agreement (SLA) based performance management
  • Reporting
  • SMS/email alerting