About incident management
Miradore incident management is a feature for managing user-reported problems that are associated with IT environment. The main purpose of incident management feature is to ensure and maintain the quality of provided services and minimize the impact of failures or errors to the business. Miradore incident management feature facilitates and quickens the problem solving process by providing tools for assigning and tracking of incidents. Incidents are used to represent the resolving process of the problems. Another goal of incident management is also to categorize, prioritize and assign the incidents to ensure that all incidents are responded as well and quickly as possible according to the priority level. In addition, incident management keeps record about incidents with found resolutions and so works as a knowledge base.
Phases of incident management
The main phases of incident management is illustrated on the following figure.
Picture 1: The main phases of incident management
See the Incidents page for further information about incident life cycle.