Enterprise incident management

Predict, preempt, manage, and resolve incidents before
they affect critical business operations.

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.

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

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

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

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

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

Real-time alerting,
communication and
collaboration
Backup and
recovery
Knowledgebase
and self-service portals
Workflow automation
and orchestration
Incident
response plan
Proactive maintenance
and monitoring

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.

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.

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.

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.

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.

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.