Incident Management

What is Incident Management?

In the ITIL framework, the term Incident refers to an unplanned service-impacting event.
According to ITIL, “the Incident Management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized.”
Major Incident is a sub-category of Incident whose definition varies from organization to organization, but can be loosely described as an emergency service-impacting event.
The process for managing Major Incidents may also vary from organization to organization, but typically it is a separate process to Incident Management.
Servicely supports organizations with a platform for full life-cycle management of Incidents, both regular and major.

Major Incident Management

Servicely supports organizations with flexible workflows for Major Incident Management:
  • Servicely implements best practice major Incident management delivered ready to go
  • Relate incident to major incident and keep all stakeholders informed from a single pane with status updates, allowing your staff to focus on restoring service
  • Fully configurable workflows allow you to adapt the out-of-the-box process to how your organization manages major incidents
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Restore Service Fast

Collaboration, alerting and intelligence combine to allow you to resolve Incidents in real-time
  • Agents have access to all the information to understand root cause and restore service in record time
  • Deliver impact analysis to understand affected services and customers
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"Servicely's approach to incident management gives us the structure but also the flexibility to manage Incidents the way we want to"

 Global Head of Service Delivery/Desk, subsidiary of NASDAQ - listed media company

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Boost productivity

AI collaborates with human operators to collect, classify, prioritise and remediate Incidents to minimise service impact
  • Advanced NLU combined with machine learning provide recommendations on diagnostics and suggested actions
  • Call handle time reduced by as much as 60%
  • Resolve more Incidents on first touch
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