Incident & Problem Management

Minimize downtime and prevent recurring issues with structured incident and problem management. AIM provides rapid triage, root cause analysis, and long term corrective actions that improve service quality and operational resilience.

Resilience Starts Here: Proactive IT Operations for Business Continuity

At the heart of modern IT service delivery lies a simple truth: issues will happen. What separates exceptional organizations is not the absence of incidents, but how swiftly and intelligently they respond and adapt. Our Incident & Problem Management service empowers your operations to detect, respond, and resolve IT issues with agility—while proactively eliminating root causes to reduce future disruptions.

Our Approach

Seamless Incident Response

When unplanned disruptions occur, we streamline every step from detection to resolution. We implement high-velocity workflows that integrate automation, intelligent triage, and cross-functional coordination. Our goal is simple: restore normal operations as quickly and smoothly as possible, with minimal impact on end-users and the business.
Key capabilities include:

AI-driven categorization, prioritization, and assignment of incidents
Automated ticket generation from system alerts and telemetry
Smart routing to reduce reassignment cycles
Pre-built knowledge articles to support immediate fixes
End-to-end resolution tracking and communication

Intelligent Problem Management

Incidents are just symptoms. We go deeper.
Our problem management framework is designed to identify, analyze, and resolve underlying systemic issues that cause recurring incidents. By embedding root cause analysis, continuous improvement loops, and stakeholder collaboration, we help reduce incident volume, improve service quality, and boost team productivity.
Problem management solutions include:

Root Cause Analysis (RCA) with data correlation and clustering
Known Error Database (KEDB) with live workarounds
Trend analysis and incident recurrence tracking
Change planning and preventive actions tied to CI health

Automation-First Strategy

Modern challenges demand modern solutions. Our services are engineered for automation—from ticket creation to resolution. We help you implement AI and ML techniques to:

Auto-generate incidents from monitoring alerts
Enrich tickets with contextual metadata and diagnostic snapshots
Use NLP and LLMs to summarize incidents and recommend fixes
Trigger remediation workflows automatically when predefined patterns are detected
Continuously improve based on post-incident learning analytics

Major Incident Management (MIM)

For high-impact, business-critical outages, we offer a structured Major Incident Management (MIM) service that ensures:

Immediate escalation to designated MIM teams
Standardized communications to all stakeholder tiers
Automated incident bridges and response war rooms
Integrated post-incident reviews (PIR) and continuous service improvement (CSI)

We prioritize transparency, speed, and cross-team alignment, so your major incidents are managed with clarity and purpose—not chaos

Why Choose Us?

Proactive posture: We help reduce incident frequency, not just react to them.
Data-driven insights: Every decision is backed by metrics, logs, and evidence.
Rapid time-to-value: Quick deployments with pre-configured ITSM integrations.
Cross-team collaboration: We bridge silos and align IT, business, and operations.
Scalable practices: From startups to enterprise environments, our frameworks grow with you.

Transform Incidents Into Opportunities

Whether you're overrun by incident volume or stuck reacting to the same issues repeatedly, our Incident & Problem Management services are designed to restore order, resilience, and efficiency to your operations.