Incident Management

INCIDENT MANAGEMENT

Incidents are tracked across multiple queues and tools, escalations rely on people noticing, and management only learns an SLA is at risk after it has been breached.

Actors

  • NOC Engineer
  • Incident Manager
  • Head of Service Operations

Systems / Vendors

  • ServiceNow
  • IBM Netcool
  • Splunk

Business Question

"Why do I only find out an incident is running hot when the customer escalates it — shouldn't the system be escalating before the SLA breaks?"

What SPoG Does

  • Tracks every incident across all queues and tools in one live view, from first alert to resolution.
  • Escalates automatically when response or resolution clocks approach SLA thresholds, with full context attached.
  • Surfaces recurring incident patterns so repeat offenders are fixed at the root rather than re-ticketed.

Outcome Metrics

−35%

Mean time to resolve

−90%

Missed escalations

2–4 wks

To first live view

Contact us to learn more →