Efficiency and insights with Compass
Find out how Atlassian Compass streamlines development with Jira and your Atlassian ecosystem integrations.
Incident management from Adaptavist
Detect, respond, and resolve incidents faster with real-time monitoring, automation, and seamless integrations that minimise downtime.
Downtime and disruptions cost you money and frustrate your users. Our incident management solutions help your team respond more quickly and get things back online faster.
You’ll get real-time monitoring that tells you what’s happening, automation that handles the repetitive stuff, and integrations with the tools you already use. Whether you’re running a five-person team or managing enterprise infrastructure, the system scales to fit.
The goal is simple: identify problems early, resolve them efficiently, and keep your team coordinated when issues do arise. Because incidents will happen, what matters is how quickly you recover.
Our solutions
Our comprehensive suite of solutions covers the whole incident management lifecycle, from design and implementation through to optimising existing processes and providing training. And we can deliver all these services fully managed too, lightening the load on your teams.
Process design and implementation
We assess your current incident management activity, make recommendations, and implement new tools and processes.
Real-time monitoring
Know what’s happening in your systems right now. Our monitoring gives you the data and alerts you need to catch problems early.
Automated incident response
Let automation handle the repetitive stuff so your team can focus on the issues that need a human touch. Consistent responses, less manual work.
Integrations that work
Plugs into Slack, Teams, Jira, and the other tools where your team already lives. No forcing people into new workflows.
A practice that scales with you
Our solutions are built to handle everything from small teams to enterprise operations. And they can grow when you do.
Reporting that matters
Track what’s actually happening with your incidents. See patterns, measure what counts, make better decisions.
Relevant, tailored training
Bespoke support for your teams to get them up to speed with new processes and tools, ensuring you get the most out of your investment.
The benefits
Incidents are inevitable, but incorporating incident management practices and tools into your organisation can transform the way they’re caught, resolved, and communicated to your customers – all for the better. Here’s how:
Less downtime
Get services back up faster. Less downtime means happier users and less money lost.
More productive teams
When automation handles the routine work, your people can focus on problems that actually need their expertise.
Better collaboration
Shared dashboards and integrated comms mean everyone sees the same picture during an incident. No more confusion about who’s doing what.
Catch issues early
Real-time monitoring and analytics help you spot problems before they become incidents. This preventative approach beats firefighting.
Happier customers
Fast, effective incident resolution builds trust. Users notice when things just work.
Our partners
We partner with best-in-class technology providers to offer our customers the latest innovations and enhance our own incident management capabilities.
Atlassian
We’re a leading global Atlassian Platinum Solution Partner, empowering customers to get maximum value from their Atlassian investment. Whether that’s driving your agile at-scale transformation with Jira Align or expanding your incident management capabilities with Jira Service Management (JSM), we’re here to help.
We can make sure you optimise JSM’s customisable incident response workflows, automations, and reporting dashboards, ensuring your incidents are tracked, prioritised, and resolved efficiently. And with seamless integration capabilities, your IT operations, development, and business teams can all stay in the loop with ease during high-impact incidents.
Rootly
Rootly is a purpose-built, AI-native incident management platform. Specialising in automation, it's ideal for organisations looking for a tight integration with Slack or Teams. We can support you to implement Rootly with automated runbooks, real-time notifications, and post-incident reporting, so you can proactively manage critical incidents with minimal fuss.
Incident management resources
DevOps
Atlassian
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Atlassian will end OpsGenie sales on June 4, 2025. Consider migration options, with Adaptavist offering support for a smooth transition.
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ITSM
Atlassian Opsgenie availability changes effective June 4, 2025
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DevOps
How ChatOps is changing the game for incident management
ChatOps combines chat platforms with operational tools to accelerate incident management. This blog covers what it is, how it works, and best practices.
Read moreFAQ
Why is incident management so important?
Incidents can have a big impact on your business operations, your reputation, and your bottom line. Proactive incident management can mitigate these risks by helping you identify issues early on; strengthen your resilience with robust monitoring, response, and prevention measures; and ensure problems remain manageable rather than spiralling out of control.
What are the risks of not using incident management?
Without incident management, you run the risk of:
- Operational impacts – incidents can disrupt your critical services, causing costly downtime.
- Reputational damage – if they go unresolved, incidents can damage your reputation and erode customer trust, impacting customers’ loyalty in the long run.
- Financial losses – these are the costs incurred if productivity stalls or you receive regulatory penalties. It’s also the money you miss out on if incidents don’t get sorted quickly.
What does the incident management lifecycle look like?
Your incident management approach should include the following seven steps:
- Identification – using monitoring tools, alerts, or user reports to detect incidents.
- Logging – capturing all the important details in a centralised system for analysis and accountability.
- Categorisation – assigning incidents predefined categories to route them to the right teams and spot trends.
- Prioritisation – evaluating the impact and urgency of incidents so the most critical ones get immediate attention.
- Response – investigating, isolating, and remediating the incident. This includes communicating with key stakeholders to ensure everyone is in the loop.
- Resolution – restoring services with fixes or permanent solutions, and then checking with your users to make sure the incident has been resolved.
- Closure – confirming you're back to business-as-usual, documenting steps taken, updating your knowledge base, and capturing lessons learned for the future.
What are the key roles and responsibilities in incident management?
These are some of the key roles involved in incident management and what they do to make resolution a reality.
- Service desk – this is your first line of support where the logging and initial troubleshooting take place.
- Incident manager – it's their job to coordinate the whole incident management lifecycle, meeting SLAs, managing communication, and ensuring post-incident documentation and reviews take place.
- Technical teams – across the three core incident management areas, these experts perform diagnostics, apply fixes, and work to resolve issues.
- Stakeholders – these might be business owners, product managers, etc. They need to define the incident's impact, approve escalation paths, and make key decisions.
- Leadership and communications teams – for major incidents, they keep external stakeholders and customers informed, as well as regulators if required.
What are the main incident management best practices for smooth resolution?
An efficient and effective approach to incident management should always include:
- Clear escalation – pathways that define when and how incidents should be escalated to avoid any delays.
- Defined communication protocols – these ensure everyone is kept updated in a timely, accurate, and transparent way from the start.
- Automation and monitoring – real-time tools to keep tabs on what’s happening with automated alerts to detect and triage incidents quickly.
- Centralised knowledge – you need this for logging and documentation, so you can link incidents to solutions for future reference.
- Root-cause analysis – capture what went wrong with post-incident reviews so you can get to the real cause of the incident and prevent it from happening again.
- Regular training – give your teams the experience and knowledge, using training and simulations, so they gain confidence in incident management and resolution.
Get back to business-as-usual with Adaptavist
Don’t let incidents impact your business operations, your reputation, or your bottom line. Implement effective incident management with the right processes, tools, and expertise to stay alert, fix issues fast, and learn every step of the way.
We’ve helped customers around the world transform their approach to incident management, helping reduce the administrative burden, cut costs, and keep things running smoothly, even when incidents occur. And we’re always one step ahead, exploring new innovations in the space to deliver continuous improvement for our customers.
Get in touch today to find out how we can help.
Get in touch
Don't let incidents disrupt your business. We help organisations respond quickly, reduce costs, and improve continuously with effective incident management. Contact us to learn how we can assist you.