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. Atlassian BMC Documentation
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HaloITSM overview
Logiciel ITSM intuitif fourni par des experts

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. Atlassian BMC Documentation

Why teams choose HaloITSM for incidents

Prise en charge et attribution rapides

Fast intake & assignment

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

Assistance IA là où cela compte

AI assist where it matters

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

Microsoft Teams intégré au flux de travail

Microsoft Teams inside the workflow

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

Exécution pilotée par les SLA

SLA-driven execution

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

Résolution alimentée par la connaissance

Knowledge-powered resolution

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

CMDB et relations

CMDB & relationships

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

Pourquoi les équipes choisissent HaloITSM pour les incidents

Related capabilities

  • Self-service & Knowledge
  • CMDB
  • Change Management
  • Problem Management

Integrations that shorten time-to-restore

Microsoft Teams

Microsoft Teams

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

Jira Software

Two-way syncbetween tickets and issues to keep dev & IT aligned. HALO
Azure DevOps

Azure DevOps

Two-way sync to work items; keep status in lock-step. HALO
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

Le cycle de vie de l'incident

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 Atlassian’s plain-English overview of incident fundamentals for shared definitions. Atlassian
HaloITSM avec SMC consulting Luxembourg

How SMC delivers (FR/BE/LU)

  • Design & build: categories, priorities, SLAs, forms,
    Teams/Jira/Azure DevOps/PagerDuty.
    HALO+2 PagerDuty
  • AI & automation: map services with Halo’s automation
    framework; automate triage and hand-offs. HALO
  • 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. HALO
Yes. Halo integrates with Teams for notifications, chatbots and an embedded self-service portal, so agents and users stay in flow. HALO
Use two-way sync to Jira or Azure DevOps, so updates flow both ways and status stays consistent without swivel-chairing. HALO+1
We integrate PagerDuty for alerting, escalation and response; updates sync with Halo tickets to keep a single source of truth. PagerDuty
Agents can turn fixes into KB articles; requesters get suggested answers in the portal—reducing L1 tickets and time-to-answer. HALO
FAQ sur la gestion des incidents