Incident Management

Streamline service restoration after an unplanned disruption. Incident management is part of the core capability of ITSM. 

 The Incident management process allows users to create incidents, classify them according to impact and urgency, route to the right assignment groups, escalate, manage and reports.

Create major incidents, connect end‑users with IT through mobile self‑service and virtual agent, and leverage machine learning to automatically route incidents to the right resolution groups, including related information and SLAs.