Keep critical operations moving.
Manage incidents, changes, work orders and service commitments through connected workflows that improve visibility, accountability and response.
Incident Manager and Change Manager run as connected modules of one workflow engine, not unrelated tools bolted together.
Incidents and changes, tracked apart.
Incidents logged inconsistently
Some incidents arrive through fault-management systems, others by phone or email — without one funnel, priority and ownership get lost.
Changes go out without visibility
Change requests move ahead without a clear view of which configuration items they touch, until something breaks.
SLAs tracked after the fact
Without a built-in SLA function, workgroup performance against commitments gets reconstructed later instead of watched live.
One engine for incidents and change.
Incident Manager and Change Manager run as connected modules of one IT Service Management workflow engine rather than unrelated tools. Incident Manager manages the full incident lifecycle with configuration-item (CI) assignment and a built-in SLA function; Change Manager governs change requests through initiation, CI impact assessment, CAB review and approval, implementation and post-implementation verification.
Key Capabilities
- Incident detection — automated (fault-management integration) or manual logging
- Priority-based incident logging & workgroup assignment
- CI assignment from a CMDB, built from inventory sync or network discovery
- Built-in SLA function for workgroup performance
- Change request initiation via API or guided wizard
- CI impact assessment for planned changes
One workflow engine, two connected lifecycles.
Detect & log
Incidents arrive via fault-management integration or manual logging, prioritized and assigned to a workgroup.
Assign CI
Configuration items are assigned from a CMDB built via inventory sync or network discovery.
Resolve within SLA
The built-in SLA function tracks workgroup performance against commitments in real time.
Request change
Change requests are initiated via API or a guided wizard and assessed for CI impact.
Review & verify
CAB reviews and approves; the change is implemented and verified post-implementation.
What changes when service operations are connected.
Fewer Incidents Missed
One funnel for automated and manual incident logging, prioritized and routed by workgroup.
Change Risk Visible Early
CI impact assessment surfaces risk before a change reaches the CAB, not after it ships.
SLA Performance in Real Time
Built-in SLA tracking replaces after-the-fact reporting on workgroup commitments.
One Workflow Engine
Incident and change management share configuration data instead of running as disconnected tools.
Works with what you already run.
Fault-Management Systems
Automated incident detection can be fed directly from existing fault-management integrations.
CMDB / Inventory Sync
Configuration items populate from inventory sync or network discovery rather than manual entry.
Digital Asset Management
Shares asset and configuration-item context with Fountain’s DAM platform.