Incident Management for IT Services

Incident Management provides a structured process for IT teams to log, track, and resolve issues from multiple channels, such as email, chat, and voice conversations. IT teams can also associate incidents with related problems, change requests, or releases for better traceability and coordinated resolution.

Employees can report incidents from the self-service portal, Slack, or Microsoft Teams, or by sending an email to the designated support address.

• Set Up Incident Management for IT Services
  Set up Incident Management to provide your service team with effective tools for tracking, investigating, and resolving disruptions affecting large numbers of customers. This prerequisite is essential before you can manage incidents in Agentic IT Service Desk.
• Manage Incidents for IT Services
  Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests.
• Major Incident Management for IT Services
  A major incident is a special type of incident with its own review lifecycle. An incident qualifies as a major incident when it affects multiple users or when it is time-sensitive and requires an immediate fix because multiple business systems are down.
• Managing an Incident from Intake to Resolution for IT Services
  This example illustrates the lifecycle of an incident at Cumulus Bank, from Omni-Channel intake to resolution with SLAs and problem management.
• Incident Management Dashboards for IT Services
  Get actionable, role-based analysis to track and manage your incident process more efficiently. The Incident Manager Dashboard provides a high-level overview for supervisors, while the Incident Fulfiller Dashboard gives fulfillers the data they need to manage their assigned work and prioritize effectively.