Incident Management
Capture, investigate, and resolve operational incidents — monitoring the lifecycle from detection to closure — with automated notifications, communications, and root cause tracking to minimize business disruption.
Solution Overview
The Incident Management solution provides a centralized and automated system for recording, investigating, and resolving operational incidents across the organization.
SmartSuite helps teams quickly assess impact, coordinate response efforts, and ensure effective communication throughout the incident lifecycle.
Integrated workflows guide users through root cause analysis, corrective action tracking, and lessons learned — ensuring continuous improvement and reduced recurrence.
The solution aligns with standards such as ISO 22301, NIST SP 800-61, and ITIL Incident Management, providing organizations with frameworks structured to support incident response and resolution.
Core Capabilities
SmartSuite’s Incident Management solution streamlines incident detection, response, and documentation — helping teams minimize impact and strengthen operational resilience.
Incident Logging
Record incidents manually or automatically from integrated systems.
Categorization & Prioritization
Classify incidents by type, priority, and affected service.
Response & Assignment Workflows
Automatically assign incidents to responders and notify stakeholders.
Root Cause Analysis (RCA)
Identify causes, contributing factors, and lessons learned.
Remediation & Task Tracking
Create and monitor corrective actions linked to each incident.
Incident Communications
Coordinate team response through integrated collaboration tools.
Reporting & Dashboards
Track open incidents, mean time to respond (MTTR), and closure trends.
The Incident Lifecycle
SmartSuite supports the entire incident management lifecycle — from initial detection to root cause analysis and closure — ensuring every step is documented and auditable.
Detect & Log
Capture incidents through direct reports, integrations, or automated triggers.
Assess & Prioritize
Evaluate severity, assign ownership, and initiate a response.
Respond & Communicate
Execute response actions and provide stakeholder updates.
Resolve & Recover
Complete remediation tasks and restore services.
Review & Improve
Conduct post-incident reviews and capture lessons learned.
Who Uses This Solution
The Incident Management solution supports teams responsible for identifying, managing, and reporting incidents to ensure timely resolution and continuous improvement.
Oversees the end-to-end incident lifecycle and coordinates response teams.
Manages the technical response and system recovery activities.
Oversees the BIA process and validates recovery objectives.
Ensures policies align with regulatory frameworks and internal controls.
Reviews incident impact and resolution performance metrics.
Connected GRC Ecosystem
SmartSuite solutions form a unified GRC architecture. ERM connects with related solutions to synchronize data, workflows, and reporting.
Artificial Intelligence
SmartSuite's AI generates insights, summarizes complex results, and predicts risks within existing workflows to support proactive decisions.
Detect patterns across registers, incidents, and control failures; generate mitigation recommendations.
Automations
Use SmartSuite's no-code engine to eliminate repetitive tasks and ensure accountability across risk operations.
Detect patterns across registers, incidents, and control failures; generate mitigation recommendations.
Integrations
Integrate with the tools your teams use every day. Keep controls, incidents, and risk data in sync through prebuilt connectors and open APIs.
Detect patterns across registers, incidents, and control failures; generate mitigation recommendations.
Frequently Asked Questions
Answers to common questions about SmartSuite’s pricing models, plan options, and onboarding programs.
SmartSuite offers four plan types: Team, Pro, Enterprise, and Signature.
- Team, Pro, and Enterprise Plans use a per-user pricing model with feature and usage limits designed to scale as your organization grows.
- Signature Plan provides per-solution pricing for enterprises that need to license specific SmartSuite Solutions — such as GRC, ITSM, or Procurement — for large user populations with advanced governance and support requirements.
You can start by filling out the partner program registration form here.
By signing up to the Service Provider Partner Program you agree to our terms and conditions.
There is no cost. However, there are additional eligibility requirements to join.
First, you must be a customer of SmartSuite to be eligible to participate in the Service Provider Partner program. We believe it is important for all of our partners to be active SmartSuite users (minimum 5 active account members). It’s difficult to recommend a SaaS product that you do not see value in using yourself!
Additionally, you must have 15+ employees and $1.5M in annual revenue to join our network of solution partners.
You will be able to work leads through your sales process to a closed-won or closed-lost state.
You will be able to work leads through your sales process to a closed-won or closed-lost state.
Discover the Power of Connected GRC
Break down silos, improve collaboration, and streamline compliance. SmartSuite helps GRC teams achieve more — with integrated data, automation, and a shared source of truth across the organization.