# Move fast and resolve incidents before they impact your business

Fast-track resolutions, minimize downtime, and keep operations running with the AI-driven ITIL incident management in ServiceDesk Plus

## Incident management essentials to minimize downtime

![Essentials of incident management](https://www.manageengine.com/products/service-desk/it-incident-management/images/incident-management-essentials.png)

- Automatically log incidents from emails, Microsoft Teams, SIEM and observability tools, UEM solutions, and more.
- Accelerate incident management with intelligent predictions, AI-generated post-incident reviews, and more.
- Guide your teams and orchestrate incident responses with visual workflows.
- Carry out detailed incident diagnosis with a tightly coupled CMDB and ITAM inventory.
- Define SLA escalation paths and criteria for escalating incidents.

## Incidents happen, but chaos doesn't have to. Ensure enterprise-wide service continuity with ITIL-certified incident management.

Unexpected outages and service disruptions can throw operations off course. ManageEngine ServiceDesk Plus helps cut down your mean time to respond to these incidents with omnichannel detection and workflow automation that's enhanced by GenAI and predictive intelligence.

## Omnichannel incident logging for end users. One unified command center for technicians.

No matter the channel—email, chat, phone, virtual agent, or a self-service portal—enable users, technicians, and apps to log incidents their way and seamlessly track all interactions. Bring these incidents into a unified interface for technicians, providing full traceability and ensuring that no tickets fall through the cracks.

![IT incident management software](https://www.manageengine.com/products/service-desk/it-incident-management/images/itil-incident-management-software.png)

## Steer clear of major outages by integrating with observability solutions

Those blips on your network could be the start of a major incident! With ServiceDesk Plus, you can detect these early-warning signs and anomalies from your ITOM solution and automatically log a ticket. ServiceDesk Plus integrates with OpManager, Applications Manager, Site24x7, Dynatrace, and AlarmsOne.

## Accelerate incident triage with intelligent predictions

When handling incidents, resolving them quickly and effectively should be your top priority. The faster an issue is triaged, the faster it’s resolved. Drive AI-powered incident triage and routing with intelligent predictions that ensure every incident is properly categorized, prioritized, and lands in the right hands.

![AI incident management software](https://www.manageengine.com/products/service-desk/it-incident-management/images/ai-incident-management-software-a.png)

![AI incident management software](https://www.manageengine.com/products/service-desk/it-incident-management/images/ai-incident-management-software-b.png)

![AI incident management software](https://www.manageengine.com/products/service-desk/it-incident-management/images/ai-incident-management-software-c.png)

## Fast-track incident response with Zia

Let Zia take care of routine tasks and help IRTs speed up resolutions with AI-driven incident management capabilities. Instantly distill incident details with conversation summaries. Predict end-user sentiments and draft tailored responses with Zia's Text Assist. Generate structured post-incident reviews that document symptoms, root causes, impact, diagnostic steps, and resolution actions to help your teams better respond to incidents in the future.

### Response generation

![Incident response](https://www.manageengine.com/products/service-desk/it-incident-management/images/ai-incident-response.png)

### AI-generated PIRs

![Post-incident review](https://www.manageengine.com/products/service-desk/it-incident-management/images/post-incident-review.png)

### Conversation summaries

![Incident summary](https://www.manageengine.com/products/service-desk/it-incident-management/images/incident-summary.png)

## Curate workflows to stage gate every step of the incident response process

Is your incident workload spiking beyond comfort? Put your incident management on autopilot. Establish standard operating procedures and playbooks for different incident types and pilot governance through prebuilt incident response workflows. Embed these visual workflows with multistage notifications to keep relevant stakeholders in the loop, trigger remediation tasks, delegate responsibilities to the right specialists, fire up automations, and incorporate manual touchpoints when needed to guide a swift response.

![Incident response process](https://www.manageengine.com/products/service-desk/it-incident-management/images/incident-response-process.png)

## Diagnose the incident accurately with tightly coupled ITSM practices

When dealing with incidents, it can be challenging to juggle multiple data sources during investigation. ServiceDesk Plus is a unified ITSM platform that helps pull in data from the CMDB, other incidents, problems, IT assets, and even previous changes and releases.

![IT incident investigation](https://www.manageengine.com/products/service-desk/it-incident-management/images/it-incident-investigation.png)

## Move fast and meet SLAs

Define clear response and recovery times for different types of incidents by setting up customizable, multi-level SLAs, and automate proactive and reactive escalations to specific IT teams or incident responders when incident resolutions breach SLAs or mandated timelines.

![IT incident SLA](https://www.manageengine.com/products/service-desk/it-incident-management/images/incident-response-sla.png)

## Break free from L1 incidents with the power of conversational AI

Recurring lockout or VPN failure tickets can be frustrating for both users and technicians. Zia is available as a conversational virtual agent that contextually guides end users through predefined questions and responses. It can also surface the right solutions at the right time, instantly pulling relevant excerpts from various knowledge articles using retrieval-augmented generation, and integrates with ChatGPT to deliver a structured response.

![Conversational AI response](https://www.manageengine.com/products/service-desk/it-incident-management/images/conversational-ai-response.png)

## Other features to supercharge your incident management

### Visualize your incidents and tasks

Kanban boards in ServiceDesk Plus provide a visual summary of your tickets and tasks, making collaboration a breeze. You can swiftly move work items across priority levels, owners, and statuses.

### Collect accurate information during incident submission

Incident templates help you build comprehensive forms for reporting incidents accurately. These forms can be made dynamic with field-level automations that work based on user input.

### Handle unique ticketing processes

Assign tickets and send notifications to every stakeholder at specific points with no-code automation rules. Extend the platform's capabilities and incorporate your own business logic for incident response by executing low-code scripts or pro-code serverless functions.

### Measure and optimize incident response

Prebuilt reports and dashboards in ServiceDesk Plus help you measure the popular incident KPIs and determine what's working and what's not. Plus, build your own reports and visualize them.

## Other ITIL capabilities you might be interested in

### [Problem management](https://www.manageengine.com/products/service-desk/itsm/it-problem-management-software.html?ai-im-fea)

Identify, analyze, and fix root causes, reduce repeat incidents, and boost your IT help desk's productivity.

![ ](https://www.manageengine.com/products/service-desk/ai/images/arrow.svg)

### [Change management](https://www.manageengine.com/products/service-desk/it-change-management/change-management-software.html?ai-im-fea)

Design and implement minimal risk changes by streamlining the planning, approval, and implementation processes.

![ ](https://www.manageengine.com/products/service-desk/ai/images/arrow.svg)

### [IT asset management](https://www.manageengine.com/products/service-desk/it-asset-management/it-inventory-management-software.html?ai-im-fea)

Improve asset governance, ensure compliance, and stay on top of all your assets throughout their entire life cycle.

![ ](https://www.manageengine.com/products/service-desk/ai/images/arrow.svg)

### [Explore more features](https://www.manageengine.com/products/service-desk/help-desk-features.html?rel-fea)

Optimize and streamline all facets of your IT service management operations with purpose-built, out-of-the-box modules.

![ ](https://cdn.manageengine.com/products/service-desk/ai/images/arrow.svg)

## Frequently asked questions

### 1. What is ITIL incident management?

ITIL defines an incident as any unplanned interruption to an IT service. Incident management is the process of minimizing the impact of incidents on the business by restoring services as quickly as possible. Incident management within the ITIL framework falls under the Service Operations stage.

### 2. What are the stages involved in the incident management process?

Incident management typically starts with the detection and logging of issues. This is followed by categorization, prioritization, and routing to the right technician for resolution. The assigned team investigates and implements a fix to restore normal operations. Once resolved, the incident is documented, closed, and, if necessary, reviewed to prevent future occurrences.

### 3. What are incident management workflows?

Incident management workflows are structured processes that guide how incidents are handled from detection to resolution. They define the steps, roles, and automation involved in managing incidents efficiently.

### 4. How does ServiceDesk Plus help handle major incidents?

ServiceDesk Plus's ITIL-certified incident management capabilities can equip your IT team with the right strategies and processes to detect, track, act on, and resolve incidents swiftly. Leverage customizable templates that can help capture key details of every major incident up front. With AI-driven triage, categorize and route all major incidents to the right IRT members. Curate robust workflows that can streamline the incident response process end-to-end while also giving your teams the flexibility to step in when human oversight is needed.