Incident Management

Incident management is the process used by DevOps and IT Operations teams to respond to an unplanned event or service interruption and restore the service to its operational state, as quickly and efficiently as possible.

Cherwell includes templates for a number of typical Incident types, with an unlimited number of additional types being able to be added within the Service Catalogue. Incidents can be associated with customers (users), Services, Configuration Items, Problems and Change Requests to allow a full view of the impact and management of an Incident to be easily seen and interacted with.