Rapid Incident Response
Uncontrolled incidents increase downtime, disrupt business operations, and erode trust when restoration is slow or inconsistent.
TIKTING provides a structured ITIL 4–aligned Incident Management capability focused on rapid service restoration.
- Log, categorize, and prioritize incidents consistently
- Restore services quickly to reduce business impact
- Improve Mean Time to Restore Service (MTRS)
- Maintain full visibility across the incident lifecycle
Major Incident Management (MIM)
High-impact outages require coordination, executive visibility, and controlled communication to prevent operational chaos.
TIKTING enables a dedicated Major Incident Management workflow for critical service disruptions.
- Activate MIM workflows based on impact and urgency
- Coordinate multiple resolver teams in parallel
- Establish communication bridges and stakeholder updates
- Maintain full auditability until service restoration
Root Cause Analysis (RCA)
Repeated incidents indicate underlying problems that cannot be solved through reactive fixes alone.
TIKTING promotes recurring incidents into formal Problem Management with built-in RCA frameworks.
- Convert repeated incidents into problem records
- Apply structured RCA methods (5 Whys, Ishikawa)
- Identify and eliminate root causes
- Reduce long-term incident recurrence
Known Error Database (KEDB)
When known issues are rediscovered repeatedly, resolution time increases and service quality declines.
TIKTING maintains a centralized Known Error Database aligned with ITIL best practices.
- Document known errors and approved workarounds
- Automatically surface fixes during incident handling
- Reduce diagnostic effort for recurring issues
- Improve first-contact resolution rates
Trend Analysis & Proactive Problem Identification
Reactive support fails to prevent outages that build gradually over time.
TIKTING provides analytics-driven visibility to detect patterns before failures occur.
- Identify recurring incidents and degradation trends
- Spot early warning signs across services and infrastructure
- Enable proactive problem investigation
- Prevent incidents before users are impacted
Escalation & On-Call Integration
Critical incidents demand immediate attention, regardless of time or location.
TIKTING integrates escalation rules with on-call schedules for real-time response.
- Escalate incidents based on priority and SLA risk
- Trigger automated alerts to on-call personnel
- Ensure timely engagement of the right teams
- Reduce response delays during outages
Incident–Problem Relationship Mapping
Disconnected incidents hide systemic issues and prevent effective resolution.
TIKTING links related incidents to a single parent problem for coordinated resolution.
- Associate multiple incidents with one root cause
- Track dependencies across services and components
- Automatically update linked incidents when problems resolve
- Improve transparency across the incident landscape
SLA Monitoring & Breach Prevention
SLA violations expose leadership to financial penalties, reputational risk, and audit scrutiny.
TIKTING continuously monitors SLAs and highlights incidents at risk of breach.
- Track response and resolution SLAs in real time
- Flag incidents approaching SLA thresholds
- Prioritize tickets based on business risk
- Support compliance and service accountability
Impact & Business Priority Modeling
Not all incidents carry the same business weight, yet many systems treat them equally.
TIKTING models incident impact using service, user, and dependency data.
- Assess business impact beyond technical severity
- Understand affected users and services instantly
- Support informed prioritization decisions
- Provide CIO-level visibility into service risk
Lessons Learned & Knowledge Enablement
Organizations that fail to learn from incidents repeat the same failures.
TIKTING converts resolved problems into institutional knowledge.
- Capture lessons learned during problem closure
- Convert resolutions into knowledge base articles
- Strengthen organizational maturity over time
- Reduce future incident volume through reuse
TIKTING aligns Incident and Problem Management with ITIL 4 practices to reduce downtime, control risk, and protect business continuity.
