Enterprise Incident Management Software

Enterprise incident management software helps organizations detect critical events and notify the right responder immediately. The software routes alerts automatically based on on-call schedules and escalation rules. It centralizes alert delivery, acknowledgment, and communication so teams can act fast. It removes manual steps, reduces delays, and ensures that every critical issue reaches the correct person. Tools like OnPage provide reliable, traceable alerting that keeps enterprise systems and services running without disruption.

The IT Infrastructure Library (ITIL) describes incident management as a simple sequence of steps that help teams restore service quickly. The process begins when a team logs the incident and records what happened. The next step is to prioritize the issue based on urgency and impact. Once the priority is set, responders diagnose the problem to understand why the service is failing. If the issue requires more expertise or a different team, responders escalate it. They continue investigating until they identify the cause and apply the fix. The process ends when the team confirms the service is restored and formally closes the incident.

Enterprise tools like OnPage support every stage by delivering critical alerts immediately, routing issues to the right on-call responder, and creating a reliable record of acknowledgments and actions. This helps teams follow the ITIL process with fewer delays and faster resolution times.

Incident management software doesn’t simply start and end with just the technology. Rather, for the technology to do its job and ensure a rapid detection and response to incidents, teams need to develop a process for how they will become apprised of incidents, who will be responsible for resolving the incident and what happens once the incident is resolved. Without strong choreography, incident management software will be a wasted investment.

These formal processes do take time for teams to develop but once in place ensure that better outcomes will result for IT, users and management.

Ticketing – IMS needs a method through which it can create tickets. Tickets are at the core of successfully creating and managing incidents. Without the ability to create tickets and establish a timeline of events, incident management will quickly become a chaotic endeavor.

Incident prioritization is important for achieving SLAs. An incident’s priority is determined by the significance of its impact on users and on the business and its urgency.

Escalation Policy – An escalation policy makes sure that if an incident ticket is not acknowledged by the on-call engineer, it will be escalated to the next person in the on-call line-up. Escalation policies ensure that a ticket is attended to and managed effectively. This ensures customer and internal incidents are not dropped.

Alerting – Alerting is an important integration for incident management software as it ensures that when a high-priority ticket is created, the ticket is not ignored by the on-call team. Typically, when tickets are created they are designed to automatically send an email to the right on-call team. However, if the incident is a high-priority issue then sending an email is not ideal as email can easily bury the incident under low-priority emails.

For most organizations, the process of installing an incident Alert management software platform enables organizations to move from emailing back and forth to a formal ticketing system with alerting based on priorities of the incident.

Ticket Updates – Effective incident alert management software also requires the ability to update any ticket that it creates. Without this capability, a manager seeing the ticket will not be able to view the ticket status or know who the ticket was assigned to.

IMS not only updates incidents as they are happening, they also aggregate data along the way that can be used after the incident is resolved to improve processes going forward. This data is often used in a post-mortem to further define SLAs or review existing processes.

Incident management software provides visibility of incident management and makes it simple for management to rely on numbers instead of suppositions.