An incident is an unplanned interruption of an IT service, or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted services is an incident as well. The purpose of Incident Management is to restore the service as quickly as possible, and to minimize the adverse impact on business operations.
Records of incident details include requester, priority or business impact level.
Classify incident category and subcategories to match appropriate resources during new request process to easily dispatch the case by call center.
Provides workaround solutions with existing knowledge base and known error articles to respond faster and minimize the impact.
Team portal which allows service team to share knowledge in order to restore service as quickly as possible.