What Is an Incident Management Tool?
An incident management tool enables IT teams to categorize, organize and resolve major incidents that result in downtime or service interruptions. It sits at the center of an IT organization’s ecosystem and delivers real-time alerts to the right teams on their phones when an incident is detected. It aids in the labeling of incidents and can be seamlessly integrated with existing technology stack and workflows to accelerate incident resolution.
Requirements of an Incident Management Tool
It needs to include a way to automate the alerting process to the right person that can handle the incident. It should also allow seamless and secure communication between incident respondents and support file attachments (i.e., images, voicemail recordings and documents) to provide contextual information regarding the incident.
Incident management solutions provide adequate reporting and metrics for post-incident analysis, to review team performance and develop plans for continuous improvement. Reporting capabilities include audit trails and mean time to resolution (MTTR) measurement.
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