ITSM Incident Management
Efficient Incident Management
With smart workflows, a clear interface, and full support for defined SLAs (Service Level Agreements), you gain complete control over the entire process from reporting to resolution. The interface is designed to suit different user groups — from regular employees to IT specialists — making communication and progress tracking simple and efficient.
Self-Service Portal for Easy Request Reporting
We enable you to create a single access point where a wide range of users can resolve their issues without any knowledge of IT processes. From this portal, users can submit their requests, which are then automatically routed to the appropriate support teams.
Self-service solutions are increasingly in demand — they save valuable resources and streamline operations. Support portals can also integrate other processes, such as Request Fulfilment, while remaining intuitive for users who don’t need to distinguish between an incident and a request.
Incident Lifecycle Management
How Do We Find Out?
The Incident Management process should be as automated as possible, using tools that provide quick access to information about previous incidents and their resolutions — something Atlassian products fully enable.
Identification
Each incident is assigned a unique ID, along with a recorded description, occurrence time, and resolution details.
Classification
Incidents can be classified, prioritized, linked, and efficiently searched.
Communication
During resolution, communication between the requester and the resolver is ensured.
Escalation
Incidents can be escalated to higher support levels, and SLA compliance is monitored.
Verification
Finally, the solution is verified to confirm successful resolution.
