iTop includes a complete incident management module to track any event which cause, or may cause, an interruption to, or a reduction in, the quality of a service.

It helps support engineers to:

 Record incident
 Classify and prioritize incident
 Manage incident ownership
 Define impact of the incident
 Document contacts to notify
 Link incident to other related ones.
 Track actions performed during incident life cycle.

A powerful state machine allows IT managers to enforce processes. Level of enforcement may depend on business model.

Benefits:

 Reduce business impact of incident.
 Improved time to repair.
 Elimination of lost incident.
 Increased visibility and communication of incident and better customer notification.
 Improved User and Customer satisfaction.