Run: operations and support · ITIL 4 · Engage · Deliver & support
Incidents
An incident with the affected service, impact, team and SLA deadline the moment it is created.
ITIL 4 practice · Incident management · Service desk
What it does
- Affected service, impact and resolver team suggested from the configuration
- Priority from impact and urgency, SLA deadlines calculated automatically
- Major incidents with a review and corrective actions
- A parent incident for a mass outage; child incidents close with it
Measurable benefits
- Response and resolution complianceshare of incidents within the SLA by month, priority and team
- Overdue incidentsnumber of open incidents past their deadline, visible to every team
- Recurring incidentsnumber of incidents that led to a problem and a known error
The application calculates these indicators from your own data, so you can prove the improvement with numbers from the first month.
Details in the documentation →Related article: One switch down is not a service down →
More features in this area
Run: operations and support
Next step
Join the beta →Try CentOps on your own services.
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