1import{j as e,L as s}from"./vendor-query-CJMFNFL5.js";import{S as d,B as n,A as i,k as l,d as m}from"./index-DmykRIKO.js";import{N as p,C as f}from"./NavBar-AqsSMOx4.js";import{C as x}from"./ControlCTASection-CSu49PiX.js";import{I as h}from"./InnovatorCommunitySection-DpQ3wiqT.js";import{g,b as u,A as y}from"./regulatedPageMeta-BM9iWtkR.js";import{Z as b}from"./zap-BgjESv1Z.js";import{S as v}from"./shield-CzZH5PFb.js";import{C as w}from"./chart-column-Fgu6F-TW.js";import"./vendor-radix-extra-BvaMwRxV.js";import"./vendor-utils-CyvyRcDv.js";import"./vendor-radix-core-DJiHD_bt.js";import"./vendor-form-Do4QJIPq.js";import"./card-7APqST3g.js";const r=[{q:"What is incident management?",a:"Incident management is the process of identifying, logging, investigating, and resolving unplanned events that disrupt or degrade normal service operations. The goal is to restore normal service as quickly as possible while minimising the impact on customers and the business."},{q:"What is the difference between an incident and a problem?",a:"An incident is a single, unplanned event causing service disruption: a payment system going down, a product defect affecting one customer, a data access failure. A problem is the underlying root cause of one or more incidents. Incident management focuses on restoring service fast; problem management focuses on preventing recurrence."},{q:"What is incident management in ITIL?",a:"In the ITIL framework, incident management is a Service Operation process that aims to restore normal service operations as quickly as possible and minimize the adverse impact on business operations. ITIL defines incident priority by impact and urgency, and specifies escalation paths and communication requirements for Major Incidents."},{q:"Who owns incident management in an organization?",a:"Incident ownership typically sits with a service desk or operations team for initial logging and triage, with escalation to technical specialists, team leads, or service owners for resolution. Major Incidents usually have a nominated Incident Manager who coordinates cross-team response and external communication."},{q:"How do you measure incident management performance?",a:"Key incident management metrics include: Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), Mean Time to Resolve (also MTTR), first-contact resolution rate, SLA compliance rate, and the volume and trend of incidents by category. These metrics should be tracked in real-time, not compiled manually at month-end."}];function D(){const a=g("/what-is-incident-management"),o=u(a,{headline:"What Is Incident Management? Definition, Process & Best Practices",description:"A comprehensive guide to incident management: definition, ITIL context, process steps, key metrics, and how modern software supports rapid incident resolution.",url:"https://resolvecx.global/what-is-incident-management"});return e.jsxs("main",{className:"w-full bg-white",children:[e.jsx(d,{title:"What Is Incident Management? | ResolveCX",description:"Learn what incident management is, how it differs from problem management, and how ResolveCX helps teams capture and contain service failures.",canonical:"https://resolvecx.global/what-is-incident-management",keywords:"what is incident management, incident management definition, incident management process, ITIL incident management, incident vs problem management, incident management software, major incident management, MTTR",jsonLd:[o,{"@context":"https://schema.org","@type":"FAQPage",mainEntity:r.map(t=>({"@type":"Question",name:t.q,acceptedAnswer:{"@type":"Answer",text:t.a}}))}],breadcrumbs:[{name:"Home",item:"https://resolvecx.global/"},{name:"What Is Incident Management?",item:"https://resolvecx.global/what-is-incident-management"}]}),e.jsx(p,{}),e.jsx("section",{className:"mx-auto w-full max-w-[1920px] px-6 pb-12 pt-14 md:px-12 lg:px-[150px] lg:pt-20",children:e.jsxs("div",{className:"max-w-[860px]",children:[e.jsx("p",{className:"mb-4 [font-family:'Aptos','Inter',sans-serif] text-xs font-semibold uppercase tracking-[2px] text-[#0a84ff]",children:"Informational Guide"}),e.jsx("h1",{className:"[font-family:'Aptos','Inter',sans-serif] text-[28px] font-medium leading-tight tracking-[-0.5px] text-[#0f172a] sm:text-[44px] md:text-[52px] lg:text-[60px]",children:"What Is Incident Management?"}),e.jsx("p",{className:"mt-5 max-w-[680px] [font-family:'Aptos','Inter',sans-serif] text-lg leading-[30px] text-[#7c7c7c] lg:text-xl",children:"Incident management is the process organizations use to capture, contain, and resolve unplanned service disruptions before they compound into customer-facing failures, regulatory events, or reputational damage."}),e.jsxs("div",{className:"mt-8 flex flex-wrap gap-3",children:[e.jsx(s,{href:"/incident-management",children:e.jsxs(n,{className:"h-11 rounded-[500px] bg-[#0f172a] px-6 [font-family:'Aptos','Inter',sans-serif] text-sm font-medium text-white hover:bg-[#0f172a]/90","data-testid":"button-hero-product",children:["See ResolveCX Incident Management ",e.jsx(i,{className:"ml-1.5 h-4 w-4"})]})}),e.jsx(s,{href:"/contact",children:e.jsx(n,{variant:"outline",className:"h-11 rounded-[500px] border-[#0f172a] px-6 [font-family:'Aptos','Inter',sans-serif] text-sm font-medium text-[#0f172a] hover:bg-transparent","data-testid":"button-hero-demo",children:"Book a Demo"})})]})]})}),e.jsx(y,{...a}),e.jsx("section",{className:"w-full bg-[#f8fafc] py-16 lg:py-20",children:e.jsx("div",{className:"mx-auto w-full max-w-[1920px] px-6 md:px-12 lg:px-[150px]",children:e.jsxs("div",{className:"grid grid-cols-1 gap-12 lg:grid-cols-2 lg:gap-20",children:[e.jsxs("div",{children:[e.jsx("div",{className:"mb-3 flex h-10 w-10 items-center justify-center rounded-xl bg-[#0a84ff]/10",children:e.jsx(l,{className:"h-5 w-5 text-[#0a84ff]"})}),e.jsx("h2",{className:"mb-4 [font-family:'Aptos','Inter',sans-serif] text-[26px] font-medium text-[#0f172a] md:text-[32px]",children:"Incident Management: The Definition"}),e.jsxs("p",{className:"[font-family:'Aptos','Inter',sans-serif] text-base leading-[28px] text-[#7c7c7c]",children:[e.jsx("strong",{className:"text-[#0f172a]",children:"Incident management"})," is the structured process of detecting, logging, categorising, prioritizing, and resolving unplanned disruptions to service, with communication to affected stakeholders throughout. An incident is any event that causes or could cause a degradation in service quality, customer experience, or operational continuity."]}),e.jsx("p",{className:"mt-4 [font-family:'Aptos','Inter',sans-serif] text-base leading-[28px] text-[#7c7c7c]",children:"For customer-facing operations, incidents may range from a single customer reporting a billing error to a widespread platform outage affecting thousands of accounts. In manufacturing or healthcare, an incident might be a product quality deviation or an adverse patient event. The principle is the same: capture it fast, contain the impact, resolve it, and document everything."}),e.jsx("p",{className:"mt-4 [font-family:'Aptos','Inter',sans-serif] text-base leading-[28px] text-[#7c7c7c]",children:"Unlike ad hoc issue tracking in email threads or spreadsheets, formal incident management produces a structured timeline from trigger to closure, with named ownership at every stage, impact assessments, and a searchable record that informs future prevention."})]}),e.jsx("div",{className:"space-y-5",children:[{icon:b,title:"Rapid capture",body:"Incidents are logged immediately with impact scope, affected services, severity level, and first responder assigned, stopping informal handling that creates information gaps."},{icon:v,title:"Structured containment",body:"Cross-team coordination happens inside the incident record, not across email threads. Every action, workaround, and status update is timestamped and visible."},{icon:w,title:"Full timeline documentation",body:"From trigger to service restoration, every milestone is recorded. The closed incident record serves as the foundation for root-cause investigation in problem management."}].map(t=>
1e.jsxs("div",{className:"flex gap-4 rounded-2xl border border-[#e3e6ec] bg-white p-5",children:[e.jsx("div",{className:"flex h-9 w-9 shrink-0 items-center justify-center rounded-lg bg-[#0a84ff]/10",children:e.jsx(t.icon,{className:"h-4 w-4 text-[#0a84ff]"})}),e.jsxs("div",{children:[e.jsx("h3",{className:"mb-1 [font-family:'Aptos','Inter',sans-serif] text-sm font-semibold text-[#0f172a]",children:t.title}),e.jsx("p",{className:"[font-family:'Aptos','Inter',sans-serif] text-sm leading-[22px] text-[#7c7c7c]",children:t.body})]})]},t.title))})]})})}),e.jsx("section",{className:"w-full py-16 lg:py-20",children:e.jsxs("div",{className:"mx-auto w-full max-w-[1920px] px-6 md:px-12 lg:px-[150px]",children:[e.jsx("div",{className:"mb-3 flex h-10 w-10 items-center justify-center rounded-xl bg-[#0a84ff]/10",children:e.jsx(f,{className:"h-5 w-5 text-[#0a84ff]"})}),e.jsx("h2",{className:"mb-4 [font-family:'Aptos','Inter',sans-serif] text-[26px] font-medium text-[#0f172a] md:text-[32px]",children:"Why Incident Management Matters for Regulated Operations"}),e.jsx("p",{className:"mb-10 max-w-[720px] [font-family:'Aptos','Inter',sans-serif] text-base leading-[28px] text-[#7c7c7c]",children:"In regulated industries, an unmanaged incident is not just an operational problem; it is a compliance event. The speed and quality of your incident response directly affects regulatory outcomes, customer trust, and your exposure to enforcement action."}),e.jsx("div",{className:"grid grid-cols-1 gap-6 md:grid-cols-3",children:[{sector:"Financial Services",body:"Major operational incidents such as payment failures, data breaches, and system outages trigger mandatory reporting obligations to the FCA and PRA. Firms must maintain detailed incident logs with response timelines, impact assessments, and post-incident reviews."},{sector:"Healthcare",body:"Patient safety incidents must be reported to NHS England and the CQC. A structured incident management process ensures that serious incidents are escalated correctly, investigated thoroughly, and feed into duty of candour and learning frameworks."},{sector:"Technology & SaaS",body:"Service level agreements commit SaaS providers to uptime and response time targets. Incident management records provide the evidence basis for SLA credits, post-incident reports, and insurance claims, while MTTR data drives engineering prioritisation."}].map(t=>e.jsxs("div",{className:"rounded-2xl border border-[#e3e6ec] bg-white p-6",children:[e.jsx("p",{className:"mb-1 [font-family:'Aptos','Inter',sans-serif] text-xs font-semibold uppercase tracking-[1.5px] text-[#0a84ff]",children:t.sector}),e.jsx("p",{className:"[font-family:'Aptos','Inter',sans-serif] text-sm leading-[24px] text-[#7c7c7c]",children:t.body})]},t.sector))})]})}),e.jsx("section",{className:"w-full bg-[#f8fafc] py-16 lg:py-20",children:e.jsxs("div",{className:"mx-auto w-full max-w-[1920px] px-6 md:px-12 lg:px-[150px]",children:[e.jsx("h2",{className:"mb-4 [font-family:'Aptos','Inter',sans-serif] text-[26px] font-medium text-[#0f172a] md:text-[32px]",children:"How the Incident Management Process Works"}),e.jsx("p",{className:"mb-10 max-w-[640px] [font-family:'Aptos','Inter',sans-serif] text-base leading-[28px] text-[#7c7c7c]",children:"Effective incident management moves through distinct stages, each producing structured outputs that feed the next. Speed matters at the front end; documentation matters throughout."}),e.jsx("div",{className:"grid grid-cols-1 gap-5 md:grid-cols-2 lg:grid-cols-3",children:[{step:"01",title:"Detection & Logging",body:"The incident is detected, whether by a customer report, monitoring alert, or internal observation, and immediately logged with severity, affected service, initial description, and the time of first awareness."},{step:"02",title:"Categorisation & Prioritisation",body:"The incident is categorized by type (service failure, data issue, quality deviation) and prioritized by impact and urgency. High-severity incidents trigger major incident protocols and immediate escalation."},{step:"03",title:"Initial Diagnosis",body:"The first responder performs initial triage, identifies whether a workaround is available, and updates the incident record with findings. Affected customers or stakeholders are notified if required."},{step:"04",title:"Escalation & Cross-team Coordination",body:"If first-line resolution is not possible, the incident escalates to specialist teams with full context transferred inside the record. No information is lost in handoff."},{step:"05",title:"Resolution & Service Restoration",body:"The root cause is addressed or a permanent fix is a
1pplied. Service is confirmed as restored. All resolution actions are recorded against the incident timeline."},{step:"06",title:"Closure & Post-Incident Review",body:"The incident is formally closed with a resolution summary. Major incidents trigger a post-incident review and a linked problem record to prevent recurrence."}].map(t=>e.jsxs("div",{className:"rounded-2xl border border-[#e3e6ec] bg-white p-6",children:[e.jsxs("p",{className:"mb-2 [font-family:'Aptos','Inter',sans-serif] text-[11px] font-bold uppercase tracking-[2px] text-[#0a84ff]",children:["Step ",t.step]}),e.jsx("h3",{className:"mb-2 [font-family:'Aptos','Inter',sans-serif] text-base font-semibold text-[#0f172a]",children:t.title}),e.jsx("p",{className:"[font-family:'Aptos','Inter',sans-serif] text-sm leading-[22px] text-[#7c7c7c]",children:t.body})]},t.step))})]})}),e.jsx("section",{className:"w-full py-16 lg:py-20",children:e.jsx("div",{className:"mx-auto w-full max-w-[1920px] px-6 md:px-12 lg:px-[150px]",children:e.jsxs("div",{className:"grid grid-cols-1 gap-12 lg:grid-cols-2 lg:gap-16",children:[e.jsxs("div",{children:[e.jsx("p",{className:"mb-3 [font-family:'Aptos','Inter',sans-serif] text-xs font-semibold uppercase tracking-[2px] text-[#0a84ff]",children:"ResolveCX"}),e.jsx("h2",{className:"mb-4 [font-family:'Aptos','Inter',sans-serif] text-[26px] font-medium text-[#0f172a] md:text-[32px]",children:"How ResolveCX Supports Incident Management"}),e.jsx("p",{className:"mb-4 [font-family:'Aptos','Inter',sans-serif] text-base leading-[28px] text-[#7c7c7c]",children:"ResolveCX gives operations teams a structured incident capture and coordination layer that removes the friction from triage and handoff. Every incident is documented from the moment it is logged, with cross-team visibility and a complete timeline that supports post-incident review and regulatory reporting."}),e.jsx("ul",{className:"space-y-3",children:["Rapid incident logging with structured impact assessment: severity, affected service, initial description, in under 60 seconds","Named ownership at every stage with automatic reassignment alerts on escalation","Cross-team coordination inside the incident record, not across email threads","Real-time SLA tracking with automated escalation before breach","Full incident timeline from trigger to closure, audit-ready on demand","Linkage to problem records for root-cause investigation after closure"].map(t=>e.jsxs("li",{className:"flex items-start gap-3",children:[e.jsx(m,{className:"mt-0.5 h-4 w-4 shrink-0 text-[#0a84ff]"}),e.jsx("span",{className:"[font-family:'Aptos','Inter',sans-serif] text-sm leading-[22px] text-[#7c7c7c]",children:t})]},t))}),e.jsx("div",{className:"mt-8",children:e.jsx(s,{href:"/incident-management",children:e.jsxs(n,{className:"h-11 rounded-[500px] bg-[#0f172a] px-6 [font-family:'Aptos','Inter',sans-serif] text-sm font-medium text-white hover:bg-[#0f172a]/90","data-testid":"button-mid-product",children:["Explore the Incident Management Module ",e.jsx(i,{className:"ml-1.5 h-4 w-4"})]})})})]}),e.jsxs("div",{className:"rounded-3xl border border-[#e3e6ec] bg-[#f8fafc] p-8",children:[e.jsx("p",{className:"mb-6 [font-family:'Aptos','Inter',sans-serif] text-sm font-semibold text-[#0f172a]",children:"Key Incident Management Metrics"}),e.jsx("div",{className:"space-y-4",children:[{metric:"MTTD",label:"Mean Time to Detect",desc:"How quickly incidents are identified and logged after they occur."},{metric:"MTTR",label:"Mean Time to Respond",desc:"How quickly a responder is assigned and initial action taken."},{metric:"MTTR",label:"Mean Time to Resolve",desc:"How long from detection to full service restoration."},{metric:"SLA%",label:"SLA Compliance Rate",desc:"Percentage of incidents resolved within committed timeframes."}].map((t,c)=>e.jsxs("div",{className:"flex gap-4 rounded-xl bg-white p-4",children:[e.jsx("div",{className:"flex h-10 w-16 shrink-0 items-center justify-center rounded-lg bg-[#0a84ff]/10",children:e.jsx("span",{className:"[font-family:'Aptos','Inter',sans-serif] text-xs font-bold text-[#0a84ff]",children:t.metric})}),e.jsxs("div",{children:[e.jsx("p",{className:"[font-family:'Aptos','Inter',sans-serif] text-sm font-semibold text-[#0f172a]",children:t.label}),e.jsx("p",{className:"[font-family:'Aptos','Inter',sans-serif] text-xs leading-[18px] text-[#7c7c7c]",children:t.desc})]})]},c))})]})]})})}),e.jsx("section",{className:"w-full bg-[#f8fafc] py-16 lg:py-20",children:e.jsxs("div",{className:"mx-auto w-full max-w-[1920px] px-6 md:px-12 lg:px-[150px]",children:[e.jsx("h2",{className:"mb-8 [font-family:'Aptos','Inter',sans-serif] text-[26px] font-medium text-[#0f172a] md:text-[32px]",children:"Frequently Asked Questions"}),e.jsx("div",{className:"max-w-[800px] space-y-6",children:r.map(t=>e.jsxs("div",{className:"border-b border-[#e3e6ec] pb-6",children:[e.jsx("h3",{className:"mb-2 [font-family:'Aptos','Inter',sans-serif] text-base font-semibold text-[#0f172a]",children:t.q}),e.jsx("p",{className:"[font-family:'Aptos','Inter',sans-serif] text-sm leading-[24px] text-[#7c7c7c]",children:t.a})]},t.q))})]})}),e.jsx("section",{className:"w-full py-16 lg:py-20",children:e.jsx("div",{className:"mx-auto w-full max-w-[1920px] px-6 md:px-12 lg:px-[150px]",children:e.jsxs("div",{className:"platform-modules-bg flex flex-col items-center gap-6 rounded-3xl px-8 py-16 text-center",children:[e.jsx("h2",{className:"max-w-[620px] [font-family:'Aptos','Inter',sans-serif] text-[30px] font-medium leading-tight text-white md:text-[38px]",children:"Want to See How ResolveCX Tracks Incidents?"}),e.jsx("p",{className:"max-w-[480px] [font-family:'Aptos','Inter',sans-serif] text-base leading-[26px] text-white/60",children:"We'll demonstrate how ResolveCX gives your team a structured layer to capture, triage, and contain operational incidents, with cross-team coordination built in."}),e.jsxs("div",{className:"flex flex-wrap items-center justify-center gap-3",children:[e.jsx(s,{href:"/contact",children:e.jsx(n,{className:"h-11 rounded-[500px] bg-white px-7 [font-family:'Aptos','Inter',sans-serif] text-sm font-medium text-[#0f172a] hover:bg-white/95","data-testid":"button-cta-demo",children:"Book a Demo"})}),e.jsx(s,{href:"/incident-management",children:e.jsx(n,{variant:"outline",className:"h-11 rounded-[500px] border-white/40 bg-transparent px-7 [font-family:'Aptos','Inter',sans-serif] text-sm font-medium text-white hover:bg-white/10 hover:text-white","data-testid":"button-cta-product",children:"See Incident Management"})})]})]})})}),e.jsx(x,{}),e.jsx(h,{})]})}
1export{D as WhatIsIncidentManagement};
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