Incident management capabilities ensure minimizing the organizational impact of downtime and unexpected situations. Incident Management in IT Service Management (ITSM) allows resolving critical events faster and easier. It prioritizes which incidents are the most critical in terms of urgency and infrastructure impact. Together with the CMDB database, incidents and their solutions are resolved faster thanks to the overview of visualized IT infrastructure. The urgent incidents are connected with the given object in which the incident occurs.
A large financial institution relies heavily on its internal email system for daily operations, including communications with clients, transaction approvals, and regulatory reporting. One morning, users across the company suddenly lose access to their email, causing a significant disruption to business activities. The Incident team can immediately see in their Configuration Management Database (CMDB) to identify all the components related to the email system.