The following concepts are available in Incident Management:
- Audit Flow
- Audit Log
- Auto Complete Assistance
- Customer Satisfaction Survey (CSAT)
- First Call Resolution (FCR)
- Incident Vs. Problem
- Incident Status
- Major Incidents
- Monitoring SLA
- Parent and Child Incidents
- Parent and Child Relationship
- Remote Desktop
- Response Time Vs. Resolution Time
- SLA, OLA, and UC
- Templates and Rules
- Work Orders