The goal of Incident Management is to restore normal service operations at the earliest while minimizing the impact on business operations and ensuring to maintain the quality of service.
SX Incident Management process supports the following stages:
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Assignment
Initial Diagnosis
Incident resolution and closure
Incident Management also ensures communication with the requester throughout the life of the incident.
Any user can record an incident and track it through the entire incident life cycle until the service is restored, post-resolution of the issue.