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Efficient incident management
for the always-on enterprise

IT incidents are the bane of any modern organization. Even a short
amount of unplanned downtime can cost a business sizable revenue
and impact their reputation.

As organizations grow, incident management processes need to
evolve alongside them to minimize any downtime. ManageEngine
can help organizations like yours achieve this by enabling the following outcomes.

Proactive problem management

Proactive problem management

Continuous monitoring coupled with predictive and prescriptive analytics enables IT teams to proactively fix errors and potential issues before they impact business.

Timely, transparent communication

Timely, transparent communication

Communication with customers and the correct internal stakeholders helps preserve company image and coordinate incident management efforts.

Seamless collaboration

Seamless collaboration

Major incidents require teams across functions and locations to work together; our contextual integrations with collaboration tools make this easier.

Streamlined workflows

Streamlined workflows

Visualizing incident management processes helps identify and eliminate process inefficiencies, while one-touch and no-touch automations accelerate incident resolution.

Documentation of learnings

Documentation of learnings

Documenting the RCA steps used to resolve, and more, can ensure faster resolution of future incidents while enabling end users to fix common issues themselves.

Minimize disruptions,
maximize efficiency

Ingredients for
effective incident
management
Incident management system
  • Real-time alerting, communication and collaboration

    Real-time alerting,
    communication and
    collaboration

  • Backup and recovery

    Backup and
    recovery

  • Knowledgebase and self-service portals

    Knowledgebase
    and self-service portals

  • Workflow automation and orchestration

    Workflow automation
    and orchestration

  • Incident response plan

    Incident
    response plan

  • Proactive maintenance and monitoring

    Proactive maintenance
    and monitoring

  • Be proactive
  • Detect issues
  • Triage incidents
  • Streamline response
  • Recover quickly
  • Prevent recurrence
Be proactive

Get ahead of incidents with proactive monitoring and maintenance

Minimize network issues and get ahead of major incidents with proactive monitoring and predictive maintenance.

Make unplanned downtime a thing of the past with complete insight into your network, servers, and applications. This coupled with anomaly-based alerts, is all powered by AIOps. Fix things before they break by automating vulnerability patching and orchestrating basic actions to fix common network and security incidents before they impact operations.

Incident management operations
Detect issues

Discover incidents in time and ensure clear, timely communication

Catch incidents in time with the dual powers of multi-channel reporting and AI-powered anomaly detection.

Allow people to report issues through multiple channels, and integrate your security and monitoring tools to automatically convert network and security alarms to service desk tickets. Catch security incidents and network issues before they spiral out of control with AI-powered analytics and anomaly detection tools. Ensure timely and transparent communication with stakeholders and customers via automated multi-channel notifications, status pages, and integrations with collaboration tools.

AI for incident management
Triage incidents

Assign and prioritize incidents for more effective incident management

Put out the biggest fires first by assigning and prioritizing incidents based on their scope and impact.

Separate major incidents from other high-priority incidents and assign them to dedicated major incident teams using preset templates, priority matrices, and workflows. Automatically capture all incident-related information in related tickets for easy reference. Use custom functions to merge similar or related problem tickets, create child requests as needed, and more.

ITIL incident management workflow
Streamline response

Streamline incident response and management for faster resolutions

Reduce friction and bring clarity to incident management processes by enabling seamless collaboration and streamlining your workflows.

Minimize context switching and enable teams to act on tickets from within the help desk interface through integrations with business and IT apps. Allow technicians to start discussions or meetings from within problem and incident tickets for contextual collaboration. Visualize, optimize, and automate incident management processes with a visual workflow builder.

Incident management system
Recover quickly

Ensure quick recovery from disasters and other major incidents

Bring operations back online swiftly by restoring lost data and network configurations from backups.

Automate periodic backups of your enterprise IT environment, from network configurations to every single user, group, mailbox, and more. Ensure quick recovery of lost data and network information by restoring from the last stored backup. Implement our patented anti-ransomware module to neutralize ransomware attacks and recover any impacted data.

Enterprise incident management software
Prevent recurrence

Analyze incidents and document discoveries to prevent recurrence

Get to the bottom of every incident and ensure they never recur with AI and ML-powered RCA.

Accelerate fault detection and determine the underlying causes behind incidents using analytics and a dedicated RCA module. Carry out RCA for network incidents by monitoring performance metrics in a single pane. Utilize log forensics and an ML-driven correlation engine to recreate security incident timelines and identify the root cause. Track all information discovered during the RCA and the corrective action taken in a dedicated problem record linked to the incident ticket.

RCA incident management

Hear from our customers

MRF Ltd

MRF Ltd ensures uptime with ManageEngine’s monitoring tools

Jerry Luke

IT Manager, MRF Ltd

Jerry Luke Video play icon
Nottingham College

Nottingham College resolves 80% of its incidents within 24 hours with the help of ManageEngine

Yasir Rafi

Head of IT services

Nottingham College

Yasir Rafi Video play icon

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Resources

Incident management handbook: How Zoho manages the spectrum of IT incidents

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Business continuity and disaster recovery handbook: How Zoho Corp responds to disasters and does business as usual

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A comprehensive guide on major incident management in IT

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6 ways to implement effective incident management processes in a hybrid work environment

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5 ways to ensure business continuity in the wake of network disasters

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5 common incident response plan mistakes that you should avoid

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