Incident Management System


Quickly monitor and resolve incidents to maintain or exceed your SLAs. Restore normal service operations with minimal disruption to the business.


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Key Features


Track the entire lifecycle of an incident
Prioritizing incidents
Business Intelligence of KPIs, analysis, and trends
Proactive capabilities and scheduling of preventive maintenance on the terminals
Reactive capabilities of configurable notifications and escalations at multiple levels
Adaptive workflows to suit the business processes
Bulk operations
Data security
Integration with OperationsBridge™ suite modules
Integration with third-party help desk systems using various protocols

Performance Indicators


Number of open incidents
Average incident acknowledgement time
Number of repeated incidents
Number of remotely resolved incidents
First time resolution rate
Average incident resolution rate
Average work effort to resolve incident
Incident resolution within defined SLA
Incident SLA breach/escalation trend over a given period
Number of reopened incidents
Distribution of manual and automatic incidents
Define escalation matrix

Minimize Disruptions


OperationsBridge™ Incident Management (IM) is built to restore normal service operation as quickly as possible with a minimum disruption to the business. Recent industry surveys state that approximately 95% of organizations utilize incident management system to consistently report and fix business impacting issues. The process or set of activities is commonly supported by fit-for-purpose technology, i.e. a service desk, IT help desk or ITSM solution.

Business Intelligence


IMS is pre-built with reporting capabilities without any third-party report system. This drives identifying problems quickly and filtering all incident fields, especially by custom fields. IMS has the ability to create scheduled custom reports and dashboards with a recurrence pattern that can automatically run and be sent through email.

An IMS Requires:


  • To ensure that standardized methods and procedures are utilized for prompt responses, analysis, documentation, ongoing management and reporting of incidents
  • Increase the visibility and communication of incidents to business and IT support staff
  • Enhance the business perception of IT by rapidly resolving and communicating incidents when they occur
  • Aligning incident management activities and priorities with business targets
  • Maintaining user satisfaction with quality IT services
  • In short, the objective comes down to restore normal service operation as quickly as possible with minimum disruption to the business

Business Process Automation


IMS automates processes against incident templates and manages business processes to execute the workflows. IMS comes with a built-in asset tracker that develop reports of troubled assets, track vendors and create canned reports. IMS provides the various variables of each incident such as ownership, monitoring, tracking, communications and more.

Manage the Entire Lifecycle


Keeping in mind business objectives for an incident management system, IMS manages incidents throughout the entire lifecycle from placement to retirement. When incidents happen, the initial identification or reporting is processed to its resolution and closure in the following steps with OperationsBridge™ IMS:

  • Incident detection and record keeping
  • Initial classification and support
  • Escalation to a major incident process as needed
  • Invocation of the service request process if not an incident
  • Investigation and diagnosis
  • Resolution and recovery
  • Incident closure 

Monitor SLA Performance


IMS measures the incident-based performance of service providers and vendors. These incidents are measured against the user-set SLA thresholds. Additionally, IMS provides relative data to the problem management team, management and SLA review team. The data that IMS collects is utilized for analysis of terminal availability and service times along with tracking history, performance, escalation definition, notifications and more. IMS provides enhancements to network efficiency, allows users to compare performance between various service providers or regions and helps identify costly SLA breaches.

© 2015-17 ESQ Inc. All rights reserved. † OperationsBridge is a trademark registered in the U.S. Patent and Trademark Office.