Your agents should spend their time restoring service, not sorting tickets. SMC Consulting's ITIL v4 certified consultants set up incident management in HaloITSM: tickets arriving from email, the portal and Microsoft Teams, triage and routing done by rules and Halo AI, SLAs that escalate before they breach, and a major incident process your team can follow under pressure.
Incident management restores normal service as quickly as possible after an unplanned interruption. The practice itself, with priorities, the difference between incidents, problems and requests, and the ITIL 4 lifecycle, is explained in our guide to incident management in ITIL 4. This page is about running it in HaloITSM.
In HaloITSM, each incident arrives with its requester, the affected service and its configuration items, is categorised and prioritised from your impact and urgency matrix, and lands in the right queue with its SLA clock running. Agents see related incidents, known errors and suggested knowledge articles on the same screen, so the first answer is often the right one.
Incident management is one of the practices of our practical guide to ITSM, and HaloITSM is the tool we recommend most often to run it.
HaloITSM is the incident management software; the value comes from how it is set up for your teams.
Email, the self-service portal, Microsoft Teams and the API all create the same incident record, with the requester already identified.
Categorisation, priority and routing rules do the sorting; Halo AI adds triage, summaries and suggested replies, included in the licence.
SLA and OLA timers per priority, with warnings and escalations before the target is missed, not after.
Affected services come from the CMDB; knowledge articles and known errors are suggested at resolution.
A live demo on two or three of your incident scenarios, or a free trial: 30 days, 15 of them guided by SMC Consulting.
Six steps, each with what we configure in HaloITSM. The theory behind each step is in our ITIL 4 incident guide.
Email, portal, Teams and API intake, with forms that ask only for what the agent needs.
Your categories and an impact Ă— urgency matrix set the priority and the SLA automatically.
Routing rules send the ticket to the right team or agent, by category, site, service or skill.
Functional and hierarchical escalations triggered by SLA warnings, so nobody has to watch the clock.
Knowledge articles, known errors and related incidents suggested on the ticket; the fix is recorded for next time.
Requester confirmation, a closure code and a satisfaction survey; recurring incidents go to problem management.
A major incident is flagged on clear criteria; HaloITSM's major incident console groups the related tickets under it.
Status updates to users and stakeholders from one place, and a Teams channel for the response team.
Once service is back, the major incident opens a problem record for the root cause.
Four phases, in Belgium, Luxembourg and France, by ITIL v4 certified consultants.
Under NIS2, significant incidents must be reported on a deadline; see NIS2 compliance for ITSM. Not sure where your incident process stands? Book my free ITSM audit. Still choosing a tool? Our comparison of the 10 best ITSM tools sets HaloITSM against the alternatives.
Categories, the priority matrix, SLAs, queues and the major incident procedure agreed with your service desk.
Intake channels, forms, routing rules, SLA timers and escalations built in HaloITSM and tested on real scenarios.
The first knowledge articles written, suggestions switched on, and Halo AI used where it saves agents time.
Agents and team leads trained on their own tickets; dashboards for the KPIs below; a review once the first months of data are in.
AurionAI, an AI helpdesk for IT support made by our partner AurionAI SRL, answers first-line calls, chats and emails 24/7.
It collects the details, identifies the caller and creates the incident in HaloITSM with a summary.
Who want SLAs met without agents sorting tickets by hand.
Who want incident management live in the first release, set up the ITIL way.
Whose queues, categories and SLAs grew without a plan and need a clean-up.
Users can also log and follow incidents in the HaloITSM self-service portal.
Yes. HaloITSM is accredited by PeopleCert for ITIL 4 across 11 practices, incident management among them. We configure it with your own categories, priorities and SLAs, so it follows the practice without forcing a generic template on your teams.
Yes. HaloITSM's Teams integration creates tickets from Teams messages, pushes updates to channels and offers a bot to follow and find tickets. Users who prefer the portal or email keep those channels.
A major incident is declared on agreed criteria; the major incident console groups related tickets, and updates go out from one place. After service is restored, a problem record looks for the root cause; see problem management in HaloITSM.
Incident management is part of the first release of every HaloITSM implementation; its length depends on your channels, categories, SLAs and integrations. You get a dated plan at the end of the design workshops.
Nothing extra: HaloITSM has one price per agent with every module included, incident management and Halo AI among them. See HaloITSM pricing; the onboarding is quoted by scope. Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front.
An incident is one interruption to restore now; a problem is the cause behind one or more incidents. In HaloITSM, incidents are linked to the problem record, and the known error and workaround come back to agents on the next ticket. The full comparison is in our incident management guide.
Book a live demo on your own incident scenarios. You can also start a free trial: 30 days, 15 of them guided by SMC Consulting.
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