A New Era: Adaptive Incident Management

Digital transformation requires world-class digital service resilience

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  • 50%

    have more complex IT environments than seven months ago

  • 37%

    of large enterprises budget $10M+ for digital transformation, up 85% since in 2019

  • 72%

    spend at least half their time resolving incidents instead of innovating

  • 27%

    say almost all their team’s time is spent firefighting

  • 84%

    say that customer-impacting issues impede their ability to innovate

Where do you rank on the Incident Management Spectrum?

To see where you and your peers rank on the Incident Management Spectrum, download State of Automation in Incident Management research.

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What Is Adaptive Incident Management?

Adaptive incident management solves the challenge of responding to service interruptions across teams, cultures, and systems. Automated resolution, dynamic collaboration, and data-driven process improvements build outstanding customer experiences. Teams can scale up and down based on changing conditions to efficiently manage and resolve incidents of all sizes, impacts, and severities.

Learn Why Organizations Must Adapt

Incident Management Spectrum

Ad hoc

No formal incident management process


Service desk tickets and heavy processes


Individual teams detect and resolve service-based issues


Scalable, service-centric model for addressing incidents across the enterprise using as much automation as possible

Traditional incident management models cannot meet the needs of agile cultures because of the manual tasks in the incident response workflow.
Automate Incident Response to Enhance Incident Management, September 2020

See Adaptive Incident Management for Yourself

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Meet the xMatters Incident Console

Your total collaboration center for incident management

Collaborate dynamically:

Achieve cohesive enterprise response by bridging disparate incident management processes, data insights, and tools.

Automate and guide:

Resolve incidents faster by combining the efficiency of process automation with the power of human problem-solving.

Evolve and improve:

Accelerate continuous improvement and service resilience through comprehensive incident data and advanced analytics.

Close the Customer Experience Gap

Increasing the pace of innovation can cause performance issues that fall well short of customer expectations. Continually managing incidents slows innovation — it’s a vicious cycle.

Digital service resilience is your key to innovation.

Find Out More
Adaptive incident management automates resolution team engagement and enables real-time response tracking capabilities, thus reducing the time it takes to gather the right teams together and providing post-incident visibility.
Simas Stasenis
Head of Situation and Crisis Management, Danske Bank
The digital transformation of business, culture, and technology raises the complexity of detecting and resolving issues before they become problems. In order to do so, organizations need to undergo the same transformation in their approach to ‘incident management’, dynamically integrating a wide range of human and digital resources to meet the moment when, and as it occurs.
Shannon Kalvar
IDC Research Manager

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