_Incident and request management process

Implementation of an incident and request management process through ITSM


Implement effective incident management if your organization has challenges such as:


Financial losses

Major incidents cause business downtime and lack of availability and therefore generate costs; the company cannot generate revenue during downtimes, and in the case of unplanned interruption it has to invest in the assistance of external IT teams.


Long time to fix incidents/failures

Disrupts business operations and normal service operation which frustrates users lowering customer satisfaction; DevOps and IT teams work inefficiently without incident communication, problem management workflow and incident response tools. If you are facing this challenge, schedule a consultation. Together we will implement and develop: incident identification, incident logging, incident response plan, advanced service desk solutions with self service portal and much more other components integrated in one, coherent environment ITSM system.


Disjointed processes and services

Organizations often have disjointed IT processes, lacking a single platform to connect relevant incident (and non-incident) management tools. As a result, IT management - related to security as well as services - is hampered and suboptimal.


Operating in a constant "firefighting" mode

The lack of a well-configured environment, incident management process, and incident response plan causes the IT teams to focus on troubleshooting (the causes of the incident) rather than the overall situation; these are ad hoc actions for incident resolution that will not improve the platform/service and business operations in the long run.

_Incident management implementation


  • Comprehensive implementation of an ITSM system with all or selected processes (e.g. incident management) it supports.
  • Improving your company's ITSM system processes in place, including, for example, the incident management process, service operations, access and configuration management database alignment with ITIL principles (these are best practices for managing incidents and other IT service management processes ensuring higher service quality and tools not only to manage but also to prevent future incidents and analyze past incidents).
  • Implement a single process into your ITSM environment, such as an incident management process in accordance with your business key performance indicators.

_Incident and request management - benefits

A well implemented incident management process brings benefits to the company, such as:


The implementation of an ITIL incident management process, which includes service requests, service level agreements (SLAs), tools for incident managers, and more, ensures an emergency response when incidents occur. Notifications about various service interruptions and functionalities help your IT teams identify potential incidents before any issues escalate. This not only eliminates downtime costs but also allows the company to prosper without disruptions.

Minimizing downtime (faster incident response time)

An incident log and the whole incident management process adjusted to your company's needs ensure fast actions and resolving incidents according to your business rules. Trust us, having a well-prepared and implemented process in ITSM platform in accordance with ITIL will save a lot of time in case of any service interruption that will require your DevOps or IT teams to respond.

Consistent (single) platform for processes and services

ITSM's incident management process ensures good insight, ease of use, and the ability to expand the environment to include other processes without the necessity to learn how to use new tools.

Long-term improvements and repairs

The DevOps team identifies the root cause (it might involve many different problems) and implements improvements that effectively eliminate the risk of failure recurrence and future incidents.

_Explore Atlassian's report: Atlassian State of Incident Management 2023.

_Effective incident and request management includes

Carefully planned paths

Paths guide the flow of incident management requests, and are aligned and connected to the organization's existing processes and carefully developed plan for responding to various IT incidents. This coordination ensures a seamless and responsive approach to incidents, helping to achieve a quick and effectively tailored solution that fits well with overall organizational goals.

Systematic categorization of requests

Categorization is based on pre-defined company criteria and ensures that requests are routed to the appropriate teams, such as DevOps or the IT team. It also ensures that those assigned to specific roles in the incident management workflow and incident response plan are promptly informed and engaged. This structured approach improves the efficiency of the incident resolution process by streamlining communication and facilitating a coordinated response from designated personnel.

Queueing of requests

Which means prioritizing incidents by creating a queue based on established rules. For example, prioritizing security incidents allows for immediate focus, leaving lower-priority events to be handled in an organized manner at the end of the queue. Such an organized approach not only optimizes resource utilization but also enhances the overall efficiency of incident resolution.

Service Level Agreements (SLAs)

Guaranteed service level agreements involve monitoring the time from incident reporting to resolution, with intervals established according to company standards. SLAs assist managers in tracking how well the incident management process is functioning and evaluating employee performance. Such a structured approach ensures adherence to deadlines, improving efficiency, and providing management oversight throughout the entire process.


ITSM systems offer facilitation so that incident management teams (and others involved in the process) are relieved of repetitive tasks. The platform performs some activities according to configured incident management phases and primary objectives.


Rapid response to incidents is facilitated by notifications, making the entire incident management process more efficient. Immediate information about incidents is crucial, and notifications, provided by an ITSM system configured to company needs and ITIL principles, ensure a timely response.

Use of AI

Effective incident management increasingly includes the use of AI algorithms, which are able to perform even better and faster, for example: doing the initial diagnosis, checking out the historical data to analyze if there incident occurred in the past, reviewing the security and other data in the blink of an eye. Incident response is instantaneous, and incident reporting becomes almost effortless. AI also helps with post-incident review and post-incident analysis to define improvements needed to avoid same incidents in the future. Of course, skilled incident management teams are still needed to make the final decisions and actions, but AI significantly improves the entire incident management process.

Reports and post incident analysis

Are essential components of ITSM, so that IT teams, DevOps specialists and management teams know exactly where downtime costs are coming from and what areas need to be improved to prevent them. Thanks to reports, incident management planning is optimized even after any major incident such as security-related incidents.

_Partners - manufacturers of leading ITSM systems

Partner BMC Softwaeare logo
Partner Atlassian logo

_Avoid major incidents

Early detection

Prevent reports. Utilize IT monitoring to detect issues before customers report problems. The system will notify your DevOps/IT team of anomalies before an outage occurs.

Incident management response

Whether it's the early detection of an irregularity or upon receiving a report, a swift and effective response is crucial. ITSM serves as a teamwork tool equipped with functionalities that facilitate incident identification, information transfer, and seamless collaboration in accordance with the approved incident response plan.

Service recovery

If an outage occurs, it becomes paramount to restore service desk customers as soon as possible, to re-access the solution/service and and restore the smoothness of business processes.

Continuous improving

The ITSM system generates reports and statistics so that the incident manager and DevOps/IT team can quickly take action and observe the subsequent impact on the functioning of the environment. The goal: not to make the same mistake twice and not to let a given incident happen again. Related to this is the change management process.

_Make an appointment

Please prepare information about:

  • The specifics of the operation of the environment you want to enrich with an incident management process.
  • Your needs related to incident response time and the degree of authorization of activities.
  • Number of service operators to respond to incidents.
photo showing the team in a meeting, the graphic is on the page about the implementation of the incident management process, refers to collaboration and contact

_Services related to ITSM implementation

  • TTPSC Analiza biznesowa

    Business analysis

    Thorough understanding of existing processes and infrastructure against customer needs and proposals for optimal solutions.

  • TTPSC Mapowanie procesów

    Process mapping

    Mapping the processes the customer cares about in the form of understandable action paths.

  • Consulting


    Consultation and recommendations related to the existing working environment (IT) in the industry and for business operations.

  • TTPSC Instalacja i konfiguracja

    Installation and configuration

    Implement the concept by installing and configuring the selected set of tools so that they create a cohesive environment.

  • TTPSC Testowanie


    Manual and/or automated testing of the implemented solution before commissioning.

  • TTPSC Rozwój


    Scale the environment with more processes and enhancements so that the solutions you have grow with the company.

  • TTPSC Usługi chmurowe

    Cloud services

    Full range of cloud services from migration, cost optimization, management to integration, among others.


_Learn more about ITSM solution


_Quick responses for frequently asked questions about incident management in IT Service Management platform

An incident is a situation where there is a disruption or interruption of an IT service or a reduction in the quality of IT service delivery. Incident management is a process by which, in such a situation, you can

  1. easily report an incident (make a request)
  2. this request immediately goes to the appropriate people, i.e. the DevOps/IT team
  3. then specific people take action to fix the incident (further investigation, incident log)- this could be, for example, a system failure due to the absence of a needed update or malfunction of some tool.
  4. incident activity is carried out in accordance with the path of activities set by the company
  5. Incident lifecycle ends up with incident closure which often means post incident analysis.

For example, complex incidents can require the approval of superiors, drawing up documentation of the incident, reporting the time it took to resolve it, detailed post incident analysis, taking preventive measures to avoid repeating the situation in the future.

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