Implementing ITIL Aligned Incident Management in Salesforce

Industry: Cybersecurity

Solution: Custom Incident Management Framework in Salesforce

To address inefficiencies in managing technical issues, we implemented a custom ITIL-aligned Incident Management framework in Salesforce for a cybersecurity client. Previously, the organisation lacked a centralised system to track incidents, problems, and change requests, resulting in inconsistent handling and delays in resolution. Coordination between the Security Operations Center (SOC) and Change Management teams was fragmented, and there were no standard approval or escalation procedures in place—leading to operational gaps and reduced accountability.

Our solution involved building a tailored incident management system within Salesforce using custom objects for Incidents, Problem Tickets, and Change Requests. We introduced automated workflows and approval processes, enabling seamless tracking, oversight, and escalation. By centralising issue management and aligning it with ITIL best practices, the organisation achieved greater transparency, faster resolution times, and stronger governance across all operational functions.