ITIL 4 COVERAGE
Incident Lake coverage, mapped to ITIL 4 practices
Incident Lake works alongside your existing service desk and ITSM platform as the layer that covers incident, problem, and knowledge management in depth. It pulls changes, releases, and deployments from GitHub, where your engineering teams already work, so you can trace which change led to an outage on the same screen as the incident. The table below shows how Incident Lake supports each area, organized along ITIL 4 practices.
Coverage: ◎ Core (in depth) ○ Supported Integrated: delivered together with your existing ITSM or external tools
Practice
Coverage
How Incident Lake delivers it
Incident Management
◎
Automatic priority from an impact × urgency matrix, time-based auto-escalation, role assignment, and a full timeline. Major incidents are declared automatically, with the designated SOP applied and stakeholders notified.
Problem Management
◎
Record root causes, workarounds, and permanent fixes across a lifecycle that runs through to known error. AI surfaces recurring similar incidents as problem candidates.
Knowledge Management
◎
Articles, runbooks, known errors, and FAQs in one place. AI drafts articles from incident reports and known errors, and searches the knowledge base during live response.
Service Continuity Management
◎
Run incident response exercises end to end, from scenario design and live sessions to decision logs and retrospectives that feed improvement actions. Track RTO / RPO per service.
Change Enablement
○
GitHub pull requests are captured as change records and auto-classified by type and risk. Approval status is checked to flag unapproved changes, and changes deployed to production just before an incident are shown as likely causes. Multi-stage approval workflows integrate with your existing ITSM.
Release Management
○
For each GitHub release, the included changes are listed automatically, so you can see what shipped in which release on the same screen as the incident.
Deployment Management
○
Deployments are recorded per environment with the changes each one delivered. Production rollout times are captured so you can trace their link to outages.
Service Level Management
○
Set response and resolution SLA targets by priority, measured in business hours. Attainment against SLA, OLA, and UC targets is measured automatically from actual incident data.
Availability Management
○
Calculate actual availability for any period from incident downtime. Availability targets set as SLOs are evaluated automatically for attainment or breach.
Service Configuration Management
○
Map services and their dependencies as a versioned graph, organized by CI class, and visualize the blast radius of an outage.
Service Catalogue Management
○
Manage service owners, support hours, and visibility, with links to your existing service request channels.
Supplier Management
○
Manage supplier category, criticality, contacts, and the services they support, linked to UCs. Relevant contracts and supplier contacts appear on the incident screen.
Risk Management
○
A risk register integrated with problem management, visualized as a 5 × 5 likelihood × impact heat map. Risks are registered automatically from dependency vulnerability (CVE) scans.
Monitoring and Event Management
Integrated
Integrates with Datadog, Sentry, Grafana, Rollbar, Zabbix, and Instana to open incidents automatically from alerts.
Measurement and Reporting
○
An ITIL KPI dashboard covering MTTA / MTTR, SLA compliance, reopen rate, change failure rate, deployment failure rate, change lead time, and more.
Continual Improvement
○
Raise improvement tasks from incidents, problems, and exercises and track them to completion. Postmortems keep lessons learned within the organization.
Information Security Management
○
Registers risks from vulnerability (CVE) scans and protects operational data with audit logs, SSO, IP restrictions, and permission groups.
Relationship Management
○
Stakeholder notifications, status page drafts, and published postmortems keep everyone informed.
Service Request Management
Integrated
Request intake integrates with your existing ITSM and portals. The service catalogue points users to your existing request channels.
IT Asset Management
Integrated
Asset and license records stay in your existing ITSM. Incident Lake holds the service and dependency configuration data.
Service Desk
Integrated
Front-line support integrates with your existing service desk. Search and link ServiceNow incident, problem, and change request records, and sync response tasks with them.
Incident Lake is designed to complement your existing ITSM, not replace it. Keep request intake, change approval, and IT asset management where they are today, and go deeper on everything from incident response to preventing recurrence.
* ITIL® is a registered trade mark of the PeopleCert group.