Incident Management

Ensure fast resolution, seamless automation, and improved agent productivity with AI-assisted incident management.

Drive faster, more efficient incident resolution

Incidents disrupt workflows and halt productivity, which is why quick and efficient resolutions are essential for keeping your business moving forward. Servicely’s AI-assisted incident management empowers your agents with the tools they need to respond to and resolve disruptions seamlessly.
Resolve incidents quickly, or automatically, with powerful AI-driven solutions.
Shift incident management left with intelligent actions and integrations.
Boost agent productivity with assistance from our AI copilot.

Unlock the power of AI-assisted Incident Management

3x faster

incident resolution time

60% increased incident deflection with self-service

40% increase in agent productivity

accelerate resolution with AI-assisted incident management

Servicely’s AI copilot enhances ticket management by quickly classifying tickets, identifying related issues, and suggesting or automating remediations, speeding up resolution times. As it learns, it continuously improves service efficiency, while automating incident summaries and user communications to keep everyone in the loop.

Swiftly respond 
to major incidents

Resolving major incidents quickly is crucial, especially when high-impact issues are casing downtime for a large number of users. Servicely centralises communication to keep stakeholders and users informed via Microsoft Teams or Slack, while intelligently grouping related incidents and escalating workflows to activate response teams. Afterward, it generates a post-incident review, capturing key insights to drive continuous improvement and refine future responses.

Manage and
prioritise incidents

Servicely provides a seamless unified view of all incidents, streamlining team workload management and ensuring timely resolutions. Automate workflows to assign, escalate, and schedule follow-ups, while leveraging reports and dashboards to gain actionable insights and track performance effectively.

Servicely’s Incident Management Advantages

Shift incident management left

Enable faster incident resolution and reduce costs by empowering users to resolve issues independently, minimising the need for costly escalations.

AI virtual agent

Resolve incidents with zero touch, minimising manual intervention and improving efficiency.

Integrated knowledge base

Access relevant solutions instantly from a comprehensive knowledge base.

Time Tracking

Track service desk resource time and performance to improve team efficiency.

Email automation

Communicate updates immediately with automated email notifications on incident status.

Omnichannel incident creation

Create incidents across multiple channels like portal, Teams, or Slack for seamless support.

AI virtual agent

Resolve incidents with zero touch, minimising manual intervention and improving efficiency.

Integrated knowledge base

Access relevant solutions instantly from a comprehensive knowledge base.

Integrated knowledge base

Access relevant solutions instantly from a comprehensive knowledge base.

Time Tracking

Track service desk resource time and performance to improve team efficiency.

Email automation

Communicate updates immediately with automated email notifications on incident status.

Omnichannel incident creation

Create incidents across multiple channels like portal, Teams, or Slack for seamless support.
I am delighted that we can take the next step in the further development of our company with Servicely. We have found a strong and completely flexible platform to take our ITSM and ESM to a whole new level. We are confident that with servicely we will be able to achieve our vision for our enterprise platform. I am grateful for the good, cooperative partnership and for their product vision.
Roland Gemmert
Head of Business Development Systems
BUCS IT
We couldn’t be happier with the platform and service from the team at Servicely. We’ve had amazing feedback on our service from our customers, our partners are loving the tighter communication, and our support team are having a much easier time managing their workload. We came to Servicely to support the growth of our managed services, and they’ve given us the ability to respond faster, make data-driven decisions, and continue to grow as specialists in digital signage network operations.
Josh Day
Director of Digital Assets
Design to Production
Partnering with Servicely has been transformative for our IT operations. The platform is intuitive and has given us the structure and visibility we were missing. We were looking for a partner that could get us up and running in a matter of weeks, and the team at Servicely moved mountains to get us there. We couldn’t be happier with the Servicely platform and the great team supporting it.
Jamie Murphy
Head of IT
IOR
I still can’t believe how lucky we were to discover and switch to Servicely. When moving from our previous ITSM from a major provider, I didn’t think we’d be able to find a replacement for a reasonable price that had the same functionality - ability to handle our service catalogue, new user onboarding and offboarding and CMDB discovery integration. The team at Servicely not only achieved this goal, but got us setup in just 6 weeks.
Platforms Manager
Large Local Council Municipality
Servicely has been absolutely transformational for our customer service management. We were previously using a major tool that, despite the price tag, wasn’t capable of fulfilling our needs. We’ve been able to reduce our platform costs by 73% and service management costs by 40%, while increasing our level of service and gaining a new self-service portal for our customers.
GM of Technology
Telecommunications Service Provider serving 150,000+ customers
Working with Servicely to implement our new ITSM solution has been a resounding success, streamlining our processes and significantly enhancing our operational efficiency since moving on from our legacy on-prem solution. The introduction of the self-service portal has empowered our customers, making interactions more efficient and accessible, while the AI features have enabled our support team to proactively address issues with greater precision and speed.
Alem Ceric
Service Desk Leader
Hassell
I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation. I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.
Ian Parkin
CEO
24x7 Solutions
Servicely has enabled us to integrate all our significant enterprise services under one pane of glass. I was surprised and delighted to learn that we could apply the same speed, accuracy and user experience to our customer service processes as well.
VP IT Operations
Healthcare Provider with 350+ Sites & 4,000+ Employees
For us Servicely has been an excellent upgrade. With Servicely we can integrate into our environment and do service desk the way we want to do it, rather than getting locked into a rigid ecosystem.
Brian Levitt
CIO
Horzion House Aged Care
Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.
Max Wang
Head of Assurance and Service Management
Servicestream
Servicely was simple to integrate and effective from the get-go. It brought us a lot of efficiencies, and definitely helped us reduce costs. The Servicely team have been great, easy to work with, and super responsive.
Shawn Sellar
Head of Service Delivery
News Ltd Australia

FAQs

What is 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.

What’s the difference between an Incident and a Problem?

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.

Is incident management integrated with other ITSM processes, including problem and change management?

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.

Are Servicely’s incident management processes aligned to ITIL?

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.

What options are available to create an incident?

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.

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