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.
Knowledge BasesOrganize the knowledge available to your organization.
Article RecordsMaintain governed operational knowledge.
IntakeOwnership
Bring incident, problem, change, request, knowledge and service level workflows into one platform.
What Connects Here
Explore in detailProblem Management
Track recurring issues, root cause and known-error work.
Knowledge Bases
Organize the knowledge available to your organization.
Article Records
Maintain governed operational knowledge.
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.
Knowledge bases
Organize the knowledge available to your organization.
Article records
Maintain governed operational knowledge.
Service commitments
Maintain response and resolution commitments.
Business clocks
Apply configured calendars and pause rules to supported workflows.
Actual product view
Inside ITSM & ITIL Workflows.
See the running demo environment. Features and records are subject to your role, configuration and integrations.
Connected capabilities
Explore the workspaces
that make it possible.
01 / service
IT Service Management
Unite incidents, major incidents, problems, changes and requests with service context, accountable ownership and AI assistance.
Explore 02 / serviceKnowledge Management
Manage knowledge bases, categories and external sources, and make knowledge available to service teams and portal users.
Explore 03 / serviceService Levels & Availability
Connect configured service levels and business calendars with customer cases, incidents and recorded outage intervals.
ExploreImplementation context
Features depend on enabled modules, configured roles, source data and supported integrations. Agree your implementation scope and acceptance criteria during discovery.
Who this is for
IT service management leads,Service process owners,Knowledge and service-level managers
Service management becomes inconsistent when teams use one queue for interruptions, recurring problems, planned changes and routine requests. Organizations need distinct but connected processes, relevant knowledge and configured service commitments so the purpose, ownership and evidence of each type of work remain understandable.
Illustrative walkthrough
Illustrative workflow: separate restoration, prevention and planned service work
An illustrative IT team receives a recurring interruption while also processing routine service requests. The process owner reviews the incident path, relates longer-term problem work and evaluates any proposed change separately, with knowledge and service-level context supporting the appropriate responsibilities.
01Choose the appropriate service process
Distinguish an interruption requiring incident response from a recurring issue requiring problem investigation, a planned change or a catalog request. Inspect the relevant record and assignment context. The first evaluation should show clear process intent rather than force every kind of service work into the same undifferentiated queue.
02Connect context without merging responsibility
Relate the service work to knowledge, configuration items and the relevant business calendar or service commitments. Preserve incident, problem, change and request ownership where those processes intersect. Review the links so context travels with the work without implying that completing one record automatically fulfills every related responsibility.
03Evaluate decisions and service evidence
Follow the configured review, fulfillment or restoration process and inspect the resulting work history. Consider candidate measures appropriate to each discipline and available source coverage. Agree acceptance criteria with the process owners instead of treating a product label or process framework reference as evidence of a complete operating model.
Inspect the distinction and connection between incident, problem, change, request, knowledge and service-level work. The demonstration can support process evaluation; it does not represent an ITIL certification or prove that a customer’s service management process satisfies every framework practice.
Explore the platform
See Qintorava in action.
Open a workspace for a closer look.
Prepare the evaluation
Bring the right inputs.
What to prepare
- Representative incident, problem, change and request
- Knowledge and service commitment requirements
- Process owners and configured review responsibilities
Candidate measures to agree
- Service work assigned to the appropriate process
- Related records preserving distinct accountable owners
- Reviews supported by relevant knowledge and calendars
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.
Is Qintorava’s ITSM scope limited to incidents?
The reviewed platform includes incident and major incident response, problem management, change governance, request fulfillment, knowledge and service commitments. Evaluate those capabilities with your process owners and representative scenarios so the implementation reflects your operating model and configured responsibilities rather than a generic queue.
Does an ITIL reference mean the implementation is certified?
No. References to service management and ITIL workflows describe relevant process areas, not a certification or assurance about your organization. Agree the practices, evidence and implementation scope required by your teams, and confirm any formal certification question separately through the appropriate review.
Should a problem record be closed when its related incident resolves?
Incident restoration and problem investigation serve different purposes. A restored service may still require root-cause work, known-error context or a governed change. Evaluate how related records maintain ownership and evidence so a short-term recovery does not silently replace the longer-term prevention responsibility.
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.