Incident Management in HaloITSM (ITIL 4)

Restore normal service fast, with less noise. We implement HaloITSM so your teams log, triage, collaborate and resolve incidents quickly aligned to ITIL 4 and tailored to your SLAs. Incident Management Overview
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What is incident management?

Incident management is the process of responding to unplanned service interruptions and restoring service to its operational state as quickly as possible with minimal business disruption. That’s the core ITIL objective.

Why teams choose HaloITSM for incidents

Fast intake & assignment

Fast intake & assignment

Capture incidents via email, portal, chat and APIs; route by category, priority and ownership with automation.

AI assist where it matters

AI assist where it matters

Use HaloITSM Service Automation Framework to standardize service definitions across processes then automate triage, SLAs and hand-offs end-to-end.

Microsoft Teams inside the workflow

Microsoft Teams inside the workflow

Notify channels, chat with users/agents and even embed the self-service portal in Teams to reduce context-switching.

SLA-driven execution

SLA-driven execution

Clock response/resolution targets by priority, visualize breaches and escalate before deadlines hit.

Knowledge-powered resolution

Knowledge-powered resolution

Convert fixes to knowledge, surface suggestions to agents/requesters, and reduce L1 load over time.

CMDB & relationships

CMDB & relationships

Link incidents to affected CIs/services to speed diagnosis and understand blast radius (ties into change/problem).

Why teams choose HaloITSM for incidents

Related capabilities

Integrations that shorten time-to-restore

Microsoft Teams

Microsoft Teams

Real-time notifications, chatbot and embedded portal.
Jira Software

Jira Software

Two-way sync (HaloITSM Jira integration guide) between tickets and issues to keep dev & IT aligned.
Azure DevOps

Azure DevOps

Two-way sync (HaloITSM Azure DevOps integration guide) to work items; keep status in lock-step.
PagerDuty

PagerDuty

On-call routing & incident response with bi-directional updates. PagerDuty

Need others? See our comparison pages or ask us to wire your stack:
HaloITSM vs Freshservice

The incident lifecycle

The incident lifecycle

This aligns to common ITIL guidance and real-world operations.

KPIs & reporting that matter

  • MTTA / MTTR (time to acknowledge / resolve)
  • SLA compliance (response & resolution)
  • First Contact Resolution (FCR)
  • Incident volume by service/CI (for problem analysis)
See plain-English overview of incident fundamentals for shared definitions.
HaloITSM with 
SMC Consulting Luxembourg

How SMC delivers (FR/BE/LU)

  • Design & build: categories, priorities, SLAs, forms,
    Teams/Jira/Azure DevOps/PagerDuty.
  • AI & automation: map services with HaloITSM Service automation framework, automate triage and hand-offs.
  • Enable & optimize: dashboards, knowledge hygiene, major-incident drill, CSI loop.
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Frequently Asked Questions.

Yes. HaloITSM supports ITIL-style processes for incident logging, categorization, prioritization and closure, with SLAs and automation.

Yes. HaloITSM integrates with Teams for notifications, chatbots and an embedded self-service portal, so agents and users stay in flow.

Use two-way sync to Jira or Azure DevOps, so updates flow both ways and status stays consistent without swivel-chairing.

We integrate PagerDuty for alerting, escalation and response; updates sync with HaloITSM tickets to keep a single source of truth.

Agents can turn fixes into KB articles; requesters get suggested answers in the portal—reducing L1 tickets and time-to-answer.

Incident Management Faq