Incident and Major Incident Response
Manage priority, assignment, investigation and restoration in connected records.
Incident and Major Incident ResponseManage priority, assignment, investigation and restoration in connected records.
Problem ManagementTrack recurring issues, root cause and known-error work.
Change GovernanceCoordinate CAB schedules, blackout windows, standard templates and the organization change calendar.
Request FulfillmentConnect catalog intake, approval and fulfillment to the employee portal.
IntakeOwnership
Unite incidents, major incidents, problems, changes and requests with service context, accountable ownership and AI assistance.
What Connects Here
Explore in detailProblem Management
Track recurring issues, root cause and known-error work.
Change Governance
Coordinate CAB schedules, blackout windows, standard templates and the organization change calendar.
Request Fulfillment
Connect catalog intake, approval and fulfillment to the employee portal.
Intake → Ownership → Resolution
Explore the details below, then bring your workflow, source data and questions to a guided conversation.
Built into the platform
The capabilities behind
the experience.
Incident and major incident response
Manage priority, assignment, investigation and restoration in connected records.
Problem management
Track recurring issues, root cause and known-error work.
Change governance
Coordinate CAB schedules, blackout windows, standard templates and the organization change calendar.
Request fulfillment
Connect catalog intake, approval and fulfillment to the employee portal.
Knowledge in context
Find governed knowledge while working a service record.
Service commitments
Connect response and resolution targets to configured calendars and service levels.
Actual product view
Inside IT Service Management.
See the running demo environment. Features and records are subject to your role, configuration and integrations.
Connected by design
Context travels
with the work.
Service records, configuration items, people, locations and evidence share the same operational foundation. Move from investigation to the related asset, service or customer workflow with clear ownership.
Explore the platform architectureImplementation context
Views and actions follow configured roles, permissions, enabled modules and connected source data. Screens show a demonstration environment.
Who this is for
Service desk managers, incident commanders, change managers and service owners
A payment incident crosses the service desk, application team and change calendar. Separate queues obscure who owns restoration and whether recurring symptoms already have a problem record. An evaluation of IT Service Management should make those boundaries inspectable before the team relies on the operating view.
Illustrative walkthrough
Restore checkout with a connected service record
A fictional retailer receives reports of failed checkout after a planned release. Its service team needs to prioritize the incident, inspect related work and coordinate an approved recovery without losing request or knowledge context. This is an illustrative evaluation scenario, not a claim about a customer deployment.
01Establish the incident
Record the reported impact, affected service, priority and accountable assignment before asking other teams to investigate. Manage priority, assignment, investigation and restoration in connected records.
02Check the change context
Review the proposed recovery against the change calendar, relevant blackout window and the approval route configured for that change. Coordinate CAB schedules, blackout windows, standard templates and the organization change calendar.
03Close the learning loop
Capture the restoration evidence, associate recurring symptoms with problem work and identify the knowledge article that should help the next responder. Find governed knowledge while working a service record.
An evaluator should follow one incident through assignment, related change, restoration notes and any problem follow-up rather than relying only on a dashboard total. Use demonstration records and preserve the applicable reporting scope.
Explore the platform
See Qintorava in action.
Open a workspace for a closer look.
Prepare the evaluation
Bring the right inputs.
What to prepare
- Affected service CI
- Incident priority and owner
- Change calendar and business hours
Candidate measures to agree
- Time to accountable assignment
- Response and resolution against configured targets
- Recurring incidents linked to problem work
These are evaluation criteria, not promised outcomes. Agree the baseline, scope, source coverage and acceptance method with the responsible owners before drawing conclusions.
Questions for this topic
Get the details.
Can incidents and requests use the same intake?
The platform connects catalog request intake and incident work while preserving their separate record types, ownership and fulfillment needs.
How are service targets applied?
Response and resolution commitments depend on the supported workflow, configured calendars and service-level rules selected for the organization.
Does AI approve a recovery change?
AI can assist the responder, but guidance does not replace the configured change authorization or the responsible human decision.
Your next operating chapter
See what connects
when everything connects.
Bring one workflow, one service challenge or one part of your estate. We’ll show you where Qintorava fits.