IT & SECURITY

Struggling with Incident Management Chaos?

Missing critical incidents due to poor communication and outdated SOPs? There’s a smarter way to manage IT incident resolution and streamline your processes.

Watch Overview

When Incident Management Fails, Everyone Pays the Price

When incident management breaks down, you’re left grappling with chaos and inefficiency. You face critical incidents slipping through the cracks, lost productivity, and mounting frustration across your teams. Poor adherence to company protocols only heightens your compliance and security risks.

Critical Incidents Overlooked

With improper IT issue prioritization, crucial incidents are missed. This results in longer downtimes and costly service interruptions.

Frustration With Communication

Teams struggle with poor incident communication solutions, causing delayed resolutions and escalating tension. This confusion slows down IT incident resolution significantly.

Lack of Compliance Oversight

Operational protocols aren’t followed, leading to untracked critical assets. Without proper governance, compliance is a constant challenge, posing financial and reputational risks.

Incident Management Without the Friction

Picture seamless incident handling where every step is executed efficiently and securely. Employees easily access essential data and policies, resulting in faster resolutions and streamlined communication across teams.

  • Process completion time reduced by 50%
  • Employees reference company policies 20 times per incident
  • Incidents resolved with 9 minutes of productivity gained per transaction
  • Security protocols followed consistently across all incidents

SEE

See Where Incident Management Workflows Break Down

Gain real-time, screen-level context into how employees interact with this workflow’s tools and processes. WalkMe captures where users struggle — whether it’s during issue creation, support escalation, or status updates.

3x

more process gaps identified with workflow analytics

ACT

Execute Incident Management with Confidence

Gain guided workflows directly in your applications through the action bar, ensuring every step is executed flawlessly. No more second-guessing or missed protocols.

75%

reduction in email security training time

MOVE

Keep Incident Management Moving Across Every Application

WalkMe ensures seamless workflow continuity in incident management. Cross-application orchestration carries context from platforms like Outlook to ServiceNow and JIRA, ensuring no incident details are lost at application handoff points.

30%

reduction in spam-related support tickets

 Manage Incident Management Across Your Applications

WalkMe deploys a single, consistent guidance layer across every application your team uses for this workflow.

  • Incident Management in Google Drive

    WalkMe automates access to incident-related documents and procedures, keeping everything organized in Google Drive.

  • Incident Management in Slack

    WalkMe enables streamlined incident communication and alerts, ensuring all team members are on the same page within Slack.

  • Incident Management in Zendesk

    WalkMe provides step-by-step guidance for creating and resolving support tickets, enhancing customer service efficiency in Zendesk.

  • Incident Management in Jira

    WalkMe assists users in tracking and updating incident tickets, ensuring accurate priority assignment and progress tracking in Jira.

  • Incident Management in Microsoft Teams

    WalkMe guides team communication during incident resolution by highlighting best practices directly within Microsoft Teams chat.

  • Incident Management in Salesforce Lightning

    WalkMe's smart tips assist users in logging and managing incidents, ensuring critical information is captured in Salesforce Lightning.

  • Incident Management in Outlook

    WalkMe surfaces step-by-step reporting instructions at the moment a threat is identified, right inside the Outlook interface.

  • Incident Management in Microsoft Azure

    WalkMe provides real-time guidance for managing resources and incident tracking within Azure, simplifying complex workflows.

  • Incident Management in Microsoft 365 Copilot

    WalkMe integrates with Microsoft 365 Copilot to streamline incident reporting and task automation, enhancing team productivity.

  • Incident Management in ServiceNow

    WalkMe's action bar guides agents through incident ticket creation and resolution steps directly inside ServiceNow, reducing errors at each handoff.

Incident Management Capabilities

Provide instant links to updated standard operating procedures and runbooks during critical incidents, directly from the action bar, ensuring no time is lost in locating vital documents.
Guide support staff through the containment and recovery process with Smart Walk-Thrus. This ensures that even less experienced team members follow best practices to resolve incidents quickly.
Track incident progression across applications, seeing where each ticket stands and identifying bottlenecks immediately. This visibility helps prioritize IT issues effectively.
Automatically enforce compliance by integrating crucial security protocol reminders and checks at every step of the incident management process. This keeps all actions aligned with company and industry standards.
Enhance team collaboration with tools that connect and synchronize across apps. Real-time updates ensure everyone is on the same page during a crisis.
Quickly push updates to incident management protocols globally. When procedures change, updates are visible immediately to all staff through the action bar, keeping the entire organization current.

Frequently Asked Questions About Incident Management

The key steps in incident management are preparation, identification, containment, eradication, and recovery. Each step ensures incidents are handled effectively from start to finish.
Incident management involves handling disruptions to IT services, including creating, assigning, troubleshooting, and communicating status updates for issues or tickets.
WalkMe accelerates incident resolution by guiding support staff through critical events with Smart Walk-Thrus, ensuring proper containment and recovery steps.
Yes, WalkMe integrates seamlessly with applications like ServiceNow and Jira, enhancing your existing incident management processes.
You can expect improvements in compliance, thanks to an average of 20 references per user, and productivity gains with users averaging 9 minutes saved per transaction.
No. WalkMe delivers contextual, on-screen guidance, reducing the need for separate training sessions and ensuring quick adoption across your team.

Calculate the impact of removing the friction

 Discover how much time and risk you can minimize by optimizing IT incident management.

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Fix incident management for good.

Save 1,244 hours per 10,000 users with WalkMe.