Incident Management

Incident Management is a key process within IT Service Management (ITSM) that is focussed on identifying, responding to and resolving disruption in IT services to end users. The key goal of incident management is to restore normal operations as quickly as possible, while minimising business impact and loss of productivity.

An incident refers to an unplanned interruption or reduction in service quality, while a problem is the underlying cause of one or more incidents. Incident Management focuses on immediate resolution, whereas Problem Management aims to identify and eliminate root causes.

Yes. Servicely is a integrated service management platform, meaning that all process are tightly integrated as part of the platform. Out the box there is seamless integration for the common use cases. For example, creating a problem record from an Incident record and automatically linking the problem record, Similarly, a Change can be created from a Problem record and when the change is successfully implemented the problem record is closed.

Servicely delivers an ITIL-aligned Incident Management process through its       out-of-the-box pre-configuration. Servicely brings to the table extensive experience, having implemented hundreds of real-world service management solutions across a diverse range of customer sizes and process maturities. This wealth of real-world knowledge is encapsulated within the product as a baseline configuration, ensuring that it adheres to ITIL standards.

The incident management process in Servicely is specifically designed to align with ITIL frameworks, which aids in enhancing our customers' ITIL process maturity without necessitating significant process re-engineering. This best practice, out-of-the-box approach enables customers to accelerate their go-live timeline, often within a matter of weeks. This streamlined implementation process not only optimizes efficiency but also significantly reduces the lead time and complexity traditionally associated with adopting new ITIL processes.

Servicely's Major Incident Management process is aligned with ITIL standards, incorporating extensive real-world insights to provide a robust framework for managing critical incidents. Upon recognition of a major incident, automated escalation protocols are triggered, ensuring rapid notification and mobilisation of relevant stakeholders and incident response teams via channels like MS Teams and Slack. A centralized communication hub facilitates seamless coordination and information sharing among all parties involved, enhancing the response efficiency.

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Servicely's process is integrated with other ITIL processes like Problem Management and Change Management, providing a holistic approach to incident resolution and prevention. The platform also offers real-time dashboards and detailed reporting tools, which are crucial for monitoring the status of major incidents and aiding in data-driven decision-making. Following the resolution of a major incident, the system supports comprehensive post-incident reviews that help capture insights and drive continuous improvement, thereby refining response strategies and reducing the likelihood of future disruptions. This integrated and automated approach ensures that organizations can effectively manage major incidents with minimal disruption.

Servicely delivers a comprehensive omnichannel approach to incident logging, encompassing widely utilised channels such as email and our self-service portal. Adapting to the growing reliance on collaboration tools, Servicely seamlessly integrates with platforms like Microsoft Teams, Slack, and WhatsApp. Additionally, our robust API provides the flexibility for customers to customize and incorporate further channels as needed.