Where many IT Service Management software product are stuck in over-structured methodology, the Bonita BPM alternative offers lets you adapt the incident process to your organization's specific structure.
Based on industry standards, the incident management BPMN process diagram helps you create your own process based application.
This process is designed to manage incidents with escalation and multiple levels of expertise.
When an incident is submitted, it is evaluated and classified by a level 1 agent. Then it is escalated to level 2 if needed, or resolved by level 1.
When level 2 is not able to solve the incident, level 3 evaluates the opportunity to consider it as an exceptional case and can build a task force to handle it.