Incident Management
Operationalize privacy programs and maintain compliance with GDPR, HIPAA, NIST Privacy, and other regulations — all within a centralized, automated workspace.
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.
Maintains continuity plans, recovery procedures, contact trees, and incident coordination.
Ensures policies align with regulatory frameworks and internal controls.
Reviews incident impact and resolution performance metrics.
Connected GRC Ecosystem
The Incident Management solution connects to SmartSuite’s GRC ecosystem, ensuring incidents are captured, analyzed, and remediated in coordination with the broader enterprise risk, continuity, and resilience programs.
Modernizing Governance, Risk, and Compliance
Modernize how you manage governance, risk, and compliance with SmartSuite — a unified platform built for today’s connected enterprise.
Artificial Intelligence
SmartSuite's AI generates insights, summarizes complex results, and predicts risks within existing workflows to support proactive decisions.
AI Incident Summaries
Automatically summarize incident details, timelines, contributing factors, and remediation activities — providing clear context for responders, executives, or auditors.
AI Pattern & Root Cause Detection
Analyze incident history to highlight recurring issues, systemic weaknesses, and trends that require deeper investigation or long-term corrective action.
Predictive Incident Risk Modeling
Forecast which areas, processes, or systems are most likely to experience future incidents based on historical patterns, workload indicators, or dependency data.
Automations
Use SmartSuite's no-code engine to eliminate repetitive tasks and ensure accountability across risk operations.
Automated Incident Intake & Categorization
Auto-classify incidents by severity, category, impacted service, or business unit, then route them to the correct response team.
Escalation & Notification Workflows
Send alerts to responders, leadership, or affected stakeholders based on severity, SLA breach, or predefined escalation rules.
Task Assignment & Resolution Tracking
Automatically generate investigation or remediation tasks, assign owners, set due dates, and escalate overdue items.
Integrations
Integrate with the tools your teams use every day. Keep controls, incidents, and risk data in sync through prebuilt connectors and open APIs.
Monitoring & Alerting Platforms
Integrate with tools like Datadog, Splunk, PagerDuty, New Relic, and SIEMs to automatically ingest alerts and open new incident records.
ITSM & Ticketing Systems
Connect with ServiceNow, Jira, Zendesk, or Freshservice to synchronize tickets, link related incidents, and unify remediation workflows.
Communication & Collaboration Tools
Use Microsoft Teams, Slack, SMS gateways, and email integrations to notify responders, coordinate updates, and maintain communication logs.
Frequently Asked Questions
Answers to common questions about SmartSuite’s pricing models, plan options, and onboarding programs.
Yes — incidents can be logged automatically in SmartSuite from tools like ServiceNow, PagerDuty, or Splunk.
Yes — workflows and response templates can be customized by severity, category, or affected business area.
Yes — root cause analysis and remediation tasks are inherent features of the incident workflow.
Yes — dashboards calculate MTTR, response time, and trend analysis automatically.
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.