Incident Management

1. Overview

Capture, triage, route, and resolve service-disrupting incidents. Includes major-incident command, AI-assisted classification, and skill-based assignment.

2. Entity summary

Name	data_object	Description
Incidents	`service_incidents`	Unplanned service interruptions or quality reductions, with severity, priority, category, assignee, and affected components.
Service Outages	`service_outages`	Customer-facing outage records, with the affected service, public status, start and end times, and the customer message.
Asset Lifecycle Events	`asset_lifecycle_events`	Cross-cutting lifecycle log for hardware, software, and SaaS assets: procurement, deployment, transfer, retirement, and disposal.
Configuration Items	`configuration_items`	Canonical records of IT things under management: servers, containers, applications, services, network devices, databases, and cloud resources.
Locations	`locations`	Physical or organizational locations referenced across the system, used to place and group other records.
Org Units	`org_units`	Nodes in the organizational hierarchy such as divisions, departments, and teams, with manager, cost center alignment, geographic scope, and parent-child links.
Alerts	`monitoring_alerts`	Filtered, human-relevant events that crossed a threshold or matched a pattern, enriched with priority and routing, ready to be paged or ticketed.
Error Groups	`error_groups`	Aggregated exception records grouped by fingerprint, with first and last seen, occurrence count, affected releases, owners, and status.
SLOs	`service_level_objectives`	Service-level objective definitions and their breach state, with targets, remaining error budget, burn rate, and last breach.

flowchart TD
  classDef master fill:#d4f4dd,stroke:#27ae60,color:#0b3d20;
  classDef embedded_master fill:#fff4cc,stroke:#c79100,color:#5b4500;
  classDef consumer fill:#e8def8,stroke:#7b1fa2,color:#3a155d;
  classDef platform_builtin fill:#e0e0e0,stroke:#424242,color:#1a1a1a;
  service_incidents["Incidents"]
  error_groups["Error Groups"]
  service_level_objectives["SLOs"]
  configuration_items["Configuration Items"]
  monitoring_alerts["Alerts"]
  locations["Locations"]
  org_units["Org Units"]
  asset_lifecycle_events["Asset Lifecycle Events"]
  service_outages["Service Outages"]
  users["Users"]
  configuration_items -->|"triggers"| service_incidents
  service_incidents -->|"references"| configuration_items
  service_incidents -->|"correlates_to"| monitoring_alerts
  service_incidents -->|"correlates_to"| error_groups
  org_units -->|"rolls_up_to"| org_units
  locations -->|"rolls_up_to"| locations
  users -->|"logged events"| asset_lifecycle_events
  users -->|"owned CIs"| configuration_items
  users -->|"assigned_monitoring_alerts"| monitoring_alerts
  users -->|"leads"| org_units
  users -->|"assigned"| asset_lifecycle_events
  users -->|"assigned incidents"| service_incidents
  users -->|"reported incidents"| service_incidents
  org_units -->|"has members"| users
  locations -->|"houses"| users
  class service_incidents master;
  class error_groups consumer;
  class service_level_objectives consumer;
  class configuration_items embedded_master;
  class monitoring_alerts consumer;
  class locations embedded_master;
  class org_units embedded_master;
  class asset_lifecycle_events embedded_master;
  class service_outages master;
  class users platform_builtin;
  style error_groups stroke-dasharray:5 5;
  style service_level_objectives stroke-dasharray:5 5;
  style monitoring_alerts stroke-dasharray:5 5;
  style locations stroke-dasharray:5 5;
  style org_units stroke-dasharray:5 5;
  style asset_lifecycle_events stroke-dasharray:5 5;

3. Entities catalog

#	data_object	canonical code	singular	plural	role	mastered in	mastered label	necessity	personal_content	entity_type	write tier	notes
1	`service_incidents`	`service_incidents`	Incident	Incidents	master	-	-	required	yes	operational_workflow	`:manage`	-
2	`service_outages`	`service_outages`	Service Outage	Service Outages	master	-	-	required	-	operational_workflow	`:manage`	-
3	`asset_lifecycle_events`	`asset_lifecycle_events`	Asset Lifecycle Event	Asset Lifecycle Events	embedded_master	`itam-lifecycle`	Unified Asset Lifecycle Log	optional	-	operational_record	`:manage`	-
4	`configuration_items`	`configuration_items`	Configuration Item	Configuration Items	embedded_master	`cmdb-core`	CMDB Core Repository	required	-	operational_workflow	`:manage`	-
5	`locations`	`locations`	Location	Locations	embedded_master	`iwms-location-master`	Location and Property Master	optional	-	catalog	`:admin`	-
6	`org_units`	`org_units`	Org Unit	Org Units	embedded_master	`hcm-org-positions`	Organization and Position Management	optional	-	operational_workflow	`:manage`	-
7	`monitoring_alerts`	`monitoring_alerts`	Alert	Alerts	consumer	`itom-infra-mon`	Infrastructure Monitoring and Event Management	optional	-	operational_workflow	`:manage`	-
8	`error_groups`	`error_groups`	Error Group	Error Groups	consumer	-	-	optional	-	operational_workflow	`:manage`	-
9	`service_level_objectives`	`service_level_objectives`	SLO	SLOs	consumer	-	-	optional	-	operational_workflow	`:manage`	-

4. Aliases and industry synonyms

(none: no industry-scoped aliases for this scope)

5. Relationships

5.1 Intra-scope edges

from	verb	to	cardinality	kind	necessity	owner_side	delete_mode	fk_format	notes
`configuration_items`	triggers	`service_incidents`	one_to_many	reference	optional	target	clear	reference	-
`service_incidents`	references	`configuration_items`	many_to_many	reference	optional	target	clear	reference	-
`service_incidents`	correlates_to	`monitoring_alerts`	many_to_many	reference	optional	target	clear	reference	-
`service_incidents`	correlates_to	`error_groups`	many_to_many	reference	optional	target	clear	reference	-
`org_units`	rolls_up_to	`org_units`	one_to_many	reference	optional	source	clear	reference	-
`locations`	rolls_up_to	`locations`	one_to_many	reference	optional	source	clear	reference	-

5.2 Built-in edges (`users` and other platform built-ins)

from	verb	to	cardinality	necessity	owner_side	delete_mode	fk_format	notes
`users`	logged events	`asset_lifecycle_events`	one_to_many	optional	source	clear	reference	-
`users`	owned CIs	`configuration_items`	one_to_many	optional	source	clear	reference	-
`users`	assigned_monitoring_alerts	`monitoring_alerts`	one_to_many	optional	source	clear	reference	-
`users`	leads	`org_units`	one_to_many	optional	source	clear	reference	-
`users`	assigned	`asset_lifecycle_events`	one_to_many	optional	source	clear	reference	-
`users`	assigned incidents	`service_incidents`	one_to_many	optional	source	clear	reference	-
`users`	reported incidents	`service_incidents`	one_to_many	required	source	restrict	reference	-
`org_units`	has members	`users`	one_to_many	optional	target	clear	reference	-
`locations`	houses	`users`	one_to_many	optional	target	clear	reference	-

5.3 Cross-scope edges

5.3a Outbound from this scope’s masters and contributors

Edges this scope drives: the in-scope endpoint has role of master or contributor.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
`service_incidents`	triggers	`remediation_plans`	one_to_many	optional	none	n/a	-
`application_interfaces`	raises	`service_incidents`	one_to_many	optional	none	n/a	-
`service_maps`	refreshes	`service_incidents`	many_to_many	optional	none	n/a	-
`ci_baselines`	triggers	`service_incidents`	one_to_many	optional	none	n/a	-
`chat_threads`	escalates_to	`service_incidents`	one_to_many	optional	none	n/a	-
`control_tests`	escalates_to	`service_incidents`	one_to_many	optional	none	n/a	-
`test_defects`	escalates_to	`service_incidents`	one_to_many	optional	none	n/a	-
`lcap_apps`	opens	`service_incidents`	many_to_many	optional	none	n/a	-
`dlp_incidents`	informs_security_incident	`service_incidents`	one_to_many	optional	none	n/a	-
`onboarding_tasks`	emits	`service_incidents`	one_to_many	optional	none	n/a	-
`service_requests`	routes_to	`service_incidents`	one_to_many	optional	none	n/a	-
`service_requests`	triggers	`service_incidents`	one_to_many	optional	none	n/a	-
`service_problems`	is investigated by	`service_incidents`	one_to_many	optional	none	n/a	-
`service_slas`	governs incident	`service_incidents`	one_to_many	required	none (required-if-present)	n/a	-
`service_incidents`	resolved_with	`knowledge_articles`	many_to_many	optional	none	n/a	-
`eam_work_orders`	escalates_to	`service_incidents`	one_to_many	optional	none	n/a	-
`event_correlations`	triggers	`service_incidents`	one_to_many	optional	none	n/a	-
`root_cause_analyses`	annotates	`service_incidents`	one_to_many	optional	none	n/a	-
`incident_predictions`	forecasts	`service_incidents`	one_to_many	optional	none	n/a	-
`dc_cabinets`	raises	`service_incidents`	one_to_many	optional	none	n/a	-
`dc_power_distribution_units`	raises	`service_incidents`	one_to_many	optional	none	n/a	-
`dc_uninterruptible_power_supplies`	raises	`service_incidents`	one_to_many	optional	none	n/a	-
`dc_cooling_units`	raises	`service_incidents`	one_to_many	optional	none	n/a	-
`endpoint_experience_scores`	triggers	`service_incidents`	one_to_many	optional	none	n/a	-
`saas_applications`	raises_incident	`service_incidents`	one_to_many	optional	none	n/a	-

5.3b Context edges on embedded shells and consumed entities

Edges the canonical owner drives, shown for context: the in-scope endpoint has role of embedded_master, consumer, or derived.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
`fixed_assets`	impacted by lifecycle	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`service_changes`	updates	`configuration_items`	many_to_many	optional	none	n/a	-
`enterprise_applications`	mapped_to	`configuration_items`	many_to_many	optional	none	n/a	-
`technology_platforms`	registers_as	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`enterprise_applications`	onboards_into	`configuration_items`	one_to_one	optional	none	n/a	-
`ci_classes`	classifies	`configuration_items`	one_to_many	required	none (required-if-present)	n/a	-
`configuration_items`	related_via	`ci_relationships`	one_to_many	optional	none	n/a	-
`configuration_items`	baselined_in	`ci_baselines`	many_to_many	optional	none	n/a	-
`configuration_items`	composes	`service_maps`	many_to_many	optional	none	n/a	-
`configuration_items`	backed_by	`hardware_assets`	one_to_one	optional	none	n/a	-
`configuration_items`	changed_by	`service_changes`	many_to_many	optional	none	n/a	-
`asset_contracts`	governs	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`saas_applications`	lifecycle events for	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`asset_lifecycle_events`	hands_off_to	`hardware_disposal_records`	one_to_one	optional	none	n/a	-
`fixed_assets`	updated by lifecycle	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`hardware_assets`	represented_as	`configuration_items`	one_to_one	optional	none	n/a	-
`locations`	hosts_desk_bookings	`desk_bookings`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	hosts_room_reservations	`room_reservations`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	site_of_service_requests	`workplace_service_requests`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	measured_by_reports	`space_utilization_reports`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	subject_of_feedback	`workplace_experience_feedback`	one_to_many	optional	none	n/a	-
`org_units`	groups	`employees`	one_to_many	required	none (required-if-present)	n/a	-
`org_units`	contains	`hcm_positions`	one_to_many	required	none (required-if-present)	n/a	-
`cost_centers`	funds	`org_units`	one_to_many	required	none (required-if-present)	n/a	-
`employees`	triggers	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`org_units`	engages	`contingent_workers`	one_to_many	optional	none	n/a	-
`org_units`	is_scored_by	`engagement_drivers`	one_to_many	optional	none	n/a	-
`org_units`	is_measured_by	`people_kpis`	one_to_many	optional	none	n/a	-
`org_units`	triggers	`iga_entitlement_definitions`	one_to_many	optional	none	n/a	-
`org_units`	maps_to	`cost_centers`	one_to_one	optional	none	n/a	-
`onboarding_tasks`	triggers	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`hardware_assets`	delivered by	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`org_units`	sponsors	`compliance_assignments`	one_to_many	optional	none	n/a	-
`org_units`	sponsors	`benefit_plans`	many_to_many	optional	none	n/a	-
`survey_campaigns`	targets	`org_units`	many_to_many	optional	none	n/a	-
`org_units`	owns	`action_plans`	one_to_many	optional	none	n/a	-
`service_changes`	generates	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`service_changes`	impacts	`configuration_items`	many_to_many	required	none (required-if-present)	n/a	-
`service_slas`	aligns_with	`service_level_objectives`	many_to_many	optional	none	n/a	-
`dc_port_connections`	updates	`configuration_items`	one_to_many	optional	none	n/a	-
`vulnerabilities`	affects	`configuration_items`	one_to_many	optional	none	n/a	-

6. Cross-domain context

6.1 Master consumers (other modules / domains that embed this scope’s masters)

data_object	other module / domain	role	necessity	notes
`service_incidents`	IT-OPS-STARTER (IT Operations Starter) - IT-OPS-STARTER	embedded_master	optional	-
`service_incidents`	ITOM-INFRA-MON (Infrastructure Monitoring and Event Management) - ITOM	contributor	required	-
`service_incidents`	ITSM-STARTER (IT Service Desk Starter) - ITSM	embedded_master	required	-
`service_incidents`	MSP-PSA-SVC-DESK (MSP Multi-Tenant Service Desk) - MSP-PSA	contributor	optional	-
`service_incidents`	REMOTE-ACCESS-SESSION (Remote Session Control) - REMOTE-ACCESS	consumer	required	-
`service_incidents`	RMM-MONITORING (Monitoring and Alerting) - RMM	consumer	required	-
`service_incidents`	WSC-CHANNELS-CONVERSATIONS (Channels and Conversations) - WSC	consumer	optional	-

6.2 Outbound handoffs (events this scope publishes)

source module	target domain	target module	trigger_event	transition	payload	integration	friction	description
ITSM-INCIDENT-MGMT	ITAM	ITAM-LIFECYCLE	`service_incident.asset_failure`	(state_change)	`asset_lifecycle_events`	api_call	medium	Incident resolved by replacing or retiring an asset generates a lifecycle event in ITAM. Friction sits in the asset-id resolution (incidents are filed against users or symptoms, asset IDs come later).
ITAM-LIFECYCLE	ITAM	ITAM-PORTFOLIO-REPORTING	`asset_lifecycle_event.recorded`	(state_change)	`asset_lifecycle_events`	lifecycle_progression	low	-
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.created`	(state_change)	`org_units`	event_stream	medium	New org unit drives IGA group/role provisioning. Group-name conventions and ownership must be encoded; otherwise orphan groups proliferate.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.disbanded`	(state_change)	`org_units`	event_stream	high	Org-unit disbandment requires IGA group cleanup; orphan-group risk if employees re-assigned slowly.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.merged`	(state_change)	`org_units`	event_stream	high	Org-unit merge consolidates IGA groups: members migrate, entitlements deduplicated, SoD revalidated. Often runs as a batch project rather than event.
ITAM-LIFECYCLE	HAM	(domain-level)	`asset.retired_for_disposal`	(state_change)	`asset_lifecycle_events`	event_stream	low	Retired assets hand off to HAM disposal workflow.
HCM-ORG-POSITIONS	HCM	HCM-CORE-WORKER	`org_unit.disbanded`	(state_change)	`org_units`	lifecycle_progression	high	Disbanded org unit requires every incumbent employee to be re-placed before close; worker-record module blocks the close until reassignment completes.
HCM-ORG-POSITIONS	HCM	HCM-CORE-WORKER	`org_unit.merged`	(state_change)	`org_units`	lifecycle_progression	medium	Org-unit consolidation cascades employee re-assignment, manager and dotted-line reassignment, and reporting-line recompute on the worker record.
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.activated`	(state_change)	`org_units`	api_call	low	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.closed`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.created`	(state_change)	`org_units`	api_call	medium	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.disbanded`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.merged`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.reorganized`	(state_change)	`org_units`	api_call	high	-
ITAM-LIFECYCLE	FIN	(domain-level)	`asset_lifecycle_event.recorded`	(state_change)	`asset_lifecycle_events`	event_stream	medium	Asset lifecycle events update the ERP-FIN fixed-asset register and depreciation.
HCM-ORG-POSITIONS	FIN	(domain-level)	`org_unit.created`	(state_change)	`org_units`	api_call	medium	New org unit usually maps to cost-center; ERP-FIN must reflect the structure for budgeting and labor allocation.

6.3 Inbound handoffs (events this scope reacts to)

target module	source domain	source module	trigger_event	transition	payload	integration	friction	description
ITSM-INCIDENT-MGMT	ITOM	ITOM-INFRA-MON	`monitoring_event.alert_triggered`	(signal)	`service_incidents`	event_stream	high	Monitoring/alerting events from ITOM auto-create incidents in ITSM when severity and correlation rules match. High friction in practice - alert storms create incident floods, correlation rules drift, and dedupe logic between systems is rarely good enough. The classic ‘NOC-floods-the-helpdesk’ problem.
ITSM-INCIDENT-MGMT	CMDB	CMDB-CORE	`ci.unauthorized_change_detected`	(state_change)	`configuration_items`	api_call	medium	Configuration drift against a CI baseline (or change without a CAB-approved change record) creates a compliance / security incident in ITSM. Friction is medium - false positives from legitimate-but-unrecorded operational tweaks are common.
ITSM-INCIDENT-MGMT	DISCOVERY	(domain-level)	`discovery_scan.failed`	(state_change)	`service_incidents`	api_call	medium	Failed DISCOVERY scans open ITSM tickets for the discovery owner.
ITSM-INCIDENT-MGMT	DISCOVERY	(domain-level)	`discovery_source.disconnected`	(state_change)	`service_incidents`	api_call	medium	DISCOVERY source outages auto-ticket ITSM to restore visibility.
ITSM-INCIDENT-MGMT	AIOPS	AIOPS-EVENT-CORRELATION	`correlation.identified`	`identified` (signal)	`service_incidents`	event_stream	high	A correlated alert cluster surfaces as ONE incident in ITSM instead of N. The defining noise-reduction promise of AIOps - and the hardest integration to land cleanly, because suppressing the underlying alerts requires bidirectional state with ITOM, and ITSM needs to expose the correlated-events bundle as evidence on the incident.
ITSM-INCIDENT-MGMT	AIOPS	AIOPS-PREDICTIVE-INTELLIGENCE	`incident_prediction.high_confidence`	(signal)	`service_incidents`	event_stream	low	Predicted incidents auto-open proactive ITSM tickets ahead of impact.
ITSM-INCIDENT-MGMT	AIOPS	AIOPS-PREDICTIVE-INTELLIGENCE	`root_cause_analysis.published`	(state_change)	`service_incidents`	event_stream	low	AIOPS RCA conclusion lands on the linked ITSM incident/problem as resolution context.
ITSM-INCIDENT-MGMT	OBS	(domain-level)	`error_group.regression_detected`	(signal)	`error_groups`	api_call	medium	OBS regression on resolved error reopens ITSM problem record.
ITSM-INCIDENT-MGMT	OBS	(domain-level)	`log_entry.error_pattern_matched`	(signal)	`service_incidents`	api_call	medium	Critical log patterns auto-open ITSM tickets for technician triage.
ITSM-INCIDENT-MGMT	OBS	(domain-level)	`service_level_objective.budget_exhausted`	(state_change)	`service_level_objectives`	api_call	medium	Exhausted SLO error budget escalates to ITSM and triggers change/release controls.
ITSM-INCIDENT-MGMT	OBS	(domain-level)	`service_level_objective.burn_rate_high`	(threshold)	`service_level_objectives`	api_call	medium	OBS SLO burn-rate alerts trigger ITSM major-incident workflow.
ITSM-INCIDENT-MGMT	OBS	(domain-level)	`slo.breached`	`breached` (state_change)	`service_incidents`	event_stream	high	SLO breach (error budget exhausted, burn-rate spike) creates an incident in ITSM. High friction in practice, the routing from an OBS-side SLO-breach event to a correctly assigned ITSM incident is rarely turnkey, especially when the SLO-owning team and the incident-handling team differ.
ITSM-INCIDENT-MGMT	TEST-MGMT	(domain-level)	`test_defect.created`	(lifecycle)	`service_incidents`	api_call	medium	Customer-impacting defects in production-pathing tests escalate to ITSM tickets.
ITSM-INCIDENT-MGMT	APM	APM-PORTFOLIO-REGISTRY	`application_interface.broken`	`active` → `broken` (state_change)	`service_incidents`	event_stream	high	Integration failure escalates to incident; detection lag; true-positive rate varies.
ITSM-INCIDENT-MGMT	GRC	(domain-level)	`control.failed`	`untested` → `fail` (state_change)	`service_incidents`	api_call	high	Failed IT control → ITSM ticket; no feedback when ITSM closes ticket on GRC SLA.
ITSM-INCIDENT-MGMT	GRC	(domain-level)	`remediation_plan.created`	(lifecycle)	`service_incidents`	event_stream	medium	Remediation ticket created in ITSM.
ITSM-INCIDENT-MGMT	AUDIT	(domain-level)	`audit_engagement.completed`	`in_progress` → `completed` (lifecycle)	`service_incidents`	manual_handoff	high	IT audit outcomes trigger ITSM actions; requires human interpretation of scope/findings.
ITSM-INCIDENT-MGMT	IGA	IGA-ACCESS-REQUEST	`iga_access_request.approved`	(state_change)	`service_incidents`	api_call	medium	Approved access requests with manual-fulfillment steps route to ITSM.
ITSM-INCIDENT-MGMT	IGA	IGA-AUTO-PROVISIONING	`iga_provisioning_event.completed`	(state_change)	`service_incidents`	event_stream	medium	Provisioning event drives ITSM fulfillment-task closure where access tickets exist.
ITSM-INCIDENT-MGMT	IGA	IGA-AUTO-PROVISIONING	`iga_provisioning_event.failed`	(state_change)	`service_incidents`	api_call	high	Failed provisioning becomes ITSM incident/request for manual completion. Alert-without-feedback-loop friction shape.
ITSM-INCIDENT-MGMT	IPAAS	(domain-level)	`integration_run.failed`	(lifecycle)	`service_incidents`	api_call	high	iPaaS run failures often surface as ITSM tickets - the failed integration usually has business impact (missed orders, stalled provisioning).
ITSM-INCIDENT-MGMT	LCAP	LCAP-VISUAL-COMPOSITION	`lcap_app.deployment_failed`	(signal)	`service_incidents`	api_call	medium	Deployment failure opens incident for platform team.
ITSM-INCIDENT-MGMT	RPA	(domain-level)	`rpa_bot_credentials.expiring`	(threshold)	`service_incidents`	api_call	medium	Expiring bot credentials open a service request for IT rotation.
ITSM-INCIDENT-MGMT	RPA	(domain-level)	`rpa_execution.failed`	(state_change)	`service_incidents`	api_call	high	Bot execution failure opens incident for bot owner; target system change often the root cause.
ITSM-INCIDENT-MGMT	TELCO-BSS	(domain-level)	`network_inventory.updated`	(state_change)	`service_incidents`	batch_sync	low	Network inventory updates sync to ITSM CMDB-adjacent inventory.
ITSM-INCIDENT-MGMT	TELCO-BSS	(domain-level)	`service_provisioning.failed`	(state_change)	`service_incidents`	event_stream	high	Provisioning failures escalate to ITSM for network/IT diagnosis.
ITSM-INCIDENT-MGMT	TELCO-BSS	(domain-level)	`service_trouble_ticket.opened`	(state_change)	`service_incidents`	event_stream	medium	Telco trouble ticket routes to ITSM for network ops resolution.
ITSM-INCIDENT-MGMT	HC-PATIENT	(domain-level)	`clinical_order.placed`	(lifecycle)	`service_incidents`	api_call	low	Order routing relies on ITSM-managed integration with lab/imaging systems.
ITSM-INCIDENT-MGMT	MFG-OPS	(domain-level)	`shop_floor_case.opened`	(lifecycle)	`service_incidents`	api_call	medium	Shop-floor case with IT/MES root cause is routed to ITSM for incident management.
ITSM-INCIDENT-MGMT	UTIL-OPS	(domain-level)	`utility_asset.failed`	(state_change)	`service_incidents`	api_call	medium	Failure of IT-dependent grid/SCADA asset raises an ITSM incident for dependent technology stack.
ITSM-INCIDENT-MGMT	CLIN-DEV	(domain-level)	`clinical_engineering_work_order.opened`	(lifecycle)	`service_incidents`	api_call	medium	Clinical engineering work order surfaces in ITSM when shared with IT for connected-device support.
ITSM-INCIDENT-MGMT	CLIN-DEV	(domain-level)	`device_calibration.due`	(threshold)	`service_incidents`	batch_sync	low	Calibration scheduling visible to ITSM when biomed device is shared infrastructure.
ITSM-INCIDENT-MGMT	EAM	(domain-level)	`eam_work_order.created`	-	`service_incidents`	event_stream	medium	Critical equipment failures escalated to IT incidents.
ITSM-INCIDENT-MGMT	BI	(domain-level)	`bi_report.failed`	(state_change)	`service_incidents`	api_call	medium	Scheduled report failure files an ITSM ticket for the BI platform team to investigate.
ITSM-INCIDENT-MGMT	WSC	WSC-CHANNELS-CONVERSATIONS	`chat_thread.escalated_to_ticket`	(state_change)	`service_incidents`	api_call	low	WSC IT-support threads are converted into ITSM tickets so the SLA clock starts and the transcript becomes incident context.
ITSM-INCIDENT-MGMT	APP-PAAS	(domain-level)	`paas_deployment.failed`	(state_change)	`service_incidents`	api_call	medium	Failed deployments raise incidents in ITSM for triage.
ITSM-INCIDENT-MGMT	VSDP	(domain-level)	`software_deployment.failed`	(state_change)	`service_incidents`	api_call	medium	Failed deployments raise incidents for change-management and operations triage.
ITSM-INCIDENT-MGMT	KUBE-PLAT	(domain-level)	`container_workload.degraded`	(state_change)	`service_incidents`	api_call	medium	Persistent workload degradation creates ITSM incidents for platform-team triage.
ITSM-INCIDENT-MGMT	NPMD	(domain-level)	`network_interface.down`	(state_change)	`service_incidents`	api_call	low	Interface-down events auto-create ITSM tickets for the responsible team.
ITSM-INCIDENT-MGMT	NPMD	(domain-level)	`network_performance_alert.raised`	(lifecycle)	`service_incidents`	api_call	medium	NPMD performance alerts auto-open ITSM network tickets.
ITSM-INCIDENT-MGMT	DEM	(domain-level)	`endpoint_experience_score.degraded`	(state_change)	`service_incidents`	event_stream	medium	Degraded DEM endpoint experience opens proactive ITSM tickets for the user.
ITSM-INCIDENT-MGMT	DCIM	DCIM-ASSET-SPACE	`dc_cabinet.environmental_alert`	(threshold)	`service_incidents`	api_call	medium	DCIM cabinet environmental alerts auto-create facility ITSM tickets.
ITSM-INCIDENT-MGMT	DCIM	DCIM-POWER-ENV	`dc_cooling_unit.failure`	(state_change)	`service_incidents`	event_stream	high	DCIM cooling failures trigger emergency ITSM workflow.
ITSM-INCIDENT-MGMT	DCIM	DCIM-POWER-ENV	`dc_power_distribution_unit.failure`	(state_change)	`service_incidents`	event_stream	high	DCIM PDU failures trigger ITSM major-incident workflow.
ITSM-INCIDENT-MGMT	DCIM	DCIM-POWER-ENV	`dc_uninterruptible_power_supply.failover`	(state_change)	`service_incidents`	event_stream	high	DCIM UPS failovers escalate to ITSM major-incident workflow.
ITSM-INCIDENT-MGMT	SMP	SMP-DISCOVERY	`saas_application.deprovisioned`	(lifecycle)	`service_incidents`	event_stream	medium	SaaS app deprovisioning closes related ITSM tickets and access requests.
ITSM-INCIDENT-MGMT	UEM	UEM-DEVICE-LIFECYCLE	`enrolled_device.enrolled`	(state_change)	`service_incidents`	event_stream	low	Newly enrolled UEM devices auto-link to onboarding ITSM tickets.
ITSM-INCIDENT-MGMT	UEM	UEM-CONFIG-APPS	`device_configuration_profile.drift_detected`	(state_change)	`service_incidents`	api_call	medium	UEM configuration drift opens ITSM remediation tickets.
ITSM-INCIDENT-MGMT	UEM	UEM-COMPLIANCE-POSTURE	`device_compliance_result.non_compliant`	(state_change)	`service_incidents`	api_call	medium	Non-compliant UEM devices auto-ticket ITSM for remediation.
ITSM-INCIDENT-MGMT	DI	(domain-level)	`pipeline_run.failed`	(state_change)	`service_incidents`	api_call	high	Pipeline failure opens incident for the data-platform on-call.
ITSM-INCIDENT-MGMT	DQ	(domain-level)	`dq_scorecard.breached`	`compliant` → `non_compliant` (threshold)	`service_incidents`	api_call	medium	Scorecard SLA breach → ITSM escalation ticket.
ITSM-INCIDENT-MGMT	DQ	(domain-level)	`dq_sla_definition.breached`	(threshold)	`service_incidents`	api_call	high	Data SLA breach creates incident for the producing pipeline’s owning team.
ITSM-INCIDENT-MGMT	DQ	(domain-level)	`quality_rule.breach`	`active` → `breached` (state_change)	`service_incidents`	event_stream	medium	Severity ≥ HIGH or breach > SLA threshold → ITSM incident. Dedup on (asset_id, rule_id).
ITSM-INCIDENT-MGMT	DATA-AI-PLAT	DATA-AI-PLAT-ML	`ml_model.drift_detected`	(signal)	`service_incidents`	event_stream	high	Drift detected on production model; ITSM incident created for MLOps team to triage retraining.
ITSM-INCIDENT-MGMT	DATA-AI-PLAT	DATA-AI-PLAT-ML	`ml_model.evaluation_failed`	(state_change)	`service_incidents`	api_call	medium	Failed evaluation creates an incident for MLOps; deployment blocked until remediated.
ITSM-INCIDENT-MGMT	RMM	RMM-MONITORING	`monitoring_alert.threshold_breached`	(threshold)	`service_incidents`	api_call	high	RMM agent telemetry breaches a monitoring policy threshold and the alert is forwarded to ITSM to auto-create an incident with affected endpoint, telemetry snapshot, and severity. Failure modes: alert-to-ticket bridges across different vendors break on auth/throttling/schema drift; threshold rules drift between systems; duplicate-alert suppression in one tool doesn’t propagate to the other; closing the incident rarely closes the originating alert.
ITSM-INCIDENT-MGMT	RMM	RMM-AUTOMATION	`automation_script.failed`	(state_change)	`service_incidents`	api_call	low	Failed RMM script executions auto-create ITSM tickets.
ITSM-INCIDENT-MGMT	REMOTE-ACCESS	REMOTE-ACCESS-SESSION	`remote_session.ended`	(state_change)	`service_incidents`	event_stream	low	Completed remote sessions append worklog and timer to the linked ITSM ticket.
ITSM-INCIDENT-MGMT	REMOTE-ACCESS	REMOTE-ACCESS-SESSION	`support_session.completed`	`completed` (state_change)	`service_incidents`	api_call	medium	Completed remote session writes a session summary (duration, technician, actions taken, recording link) back to the originating ITSM incident as a work-note. Failure modes: ticket-id correlation is brittle when session was launched outside the ticket flow; recording links break when retention policy expires before the ticket closes.
ITSM-INCIDENT-MGMT	NCDB	(domain-level)	`nocode_automation.failed`	(signal)	`service_incidents`	api_call	medium	Automation failure that the citizen owner cannot resolve escalates to IT support.
ITSM-INCIDENT-MGMT	WORK-MGMT	WORK-MGMT-TASK-EXEC	`work_automation.triggered`	(signal)	`service_incidents`	event_stream	low	Work-item automations linked to IT tickets propagate status changes to ITSM.
ITSM-INCIDENT-MGMT	WORK-MGMT	WORK-MGMT-TASK-EXEC	`work_item.status_changed`	`any` → `any` (lifecycle)	`service_incidents`	api_call	high	Cross-functional WORK-MGMT items intersect with IT support requests: a marketing project task (‘IT-provision new SaaS’) needs to be linked to an ITSM request, with status mirrored both ways. Bidirectional sync is bespoke; off-the-shelf WORK-MGMT-to-ITSM connectors exist but require careful per-team configuration.
ITSM-INCIDENT-MGMT	DLP	DLP-ENFORCEMENT-RUNTIME	`dlp_incident.blocked`	`confirmed` → `blocked` (state_change)	`service_incidents`	event_stream	medium	DLP block creates security incident in ITSM.
ITSM-INCIDENT-MGMT	FLEET-MAINT	(domain-level)	`maintenance_defect.reported`	-	`service_incidents`	event_stream	medium	In-vehicle IT defects escalated to IT tickets.
ITAM-LIFECYCLE	HCM	HCM-CORE-WORKER	`employee.terminated`	`terminated` (lifecycle)	`asset_lifecycle_events`	api_call	high	Employee termination triggers asset-recall events: assigned laptops, mobile devices, badges, software licenses must be reclaimed. High friction - recall rates rarely hit 100%, and the cost of unrecovered SaaS seats / laptops shows up in financial leakage reports.
CMDB-CORE	DISCOVERY	(domain-level)	`ci.discovered`	`discovered` (signal)	`configuration_items`	event_stream	low	Discovered devices reconcile against the existing CMDB and either match (update existing CI), promote (create new CI), or queue for manual review (ambiguous match). Low friction when DISCOVERY and CMDB are same-vendor; medium otherwise.
CMDB-CORE	RMM	RMM-AGENT-MGMT	`ci_endpoint.discovered`	`discovered` (signal)	`configuration_items`	api_call	high	RMM contributes CI attributes (OS, installed services, network config) to the CMDB. Failure modes: CMDB receives the same logical CI from multiple discovery sources (RMM, AD, agent-less scans, cloud APIs) with conflicting attribute values; reconciliation rules are CMDB-vendor-specific and rarely fully cover RMM’s payload shape.

6.4 Master providers (modules / domains that own masters this scope embeds)

data_object	role here	necessity	canonical owner(s)	slice notes
`asset_lifecycle_events`	embedded_master	optional	ITAM-LIFECYCLE (ITAM)	-
`configuration_items`	embedded_master	required	CMDB-CORE (CMDB)	-
`locations`	embedded_master	optional	IWMS-LOCATION-MASTER (IWMS)	-
`org_units`	embedded_master	optional	HCM-ORG-POSITIONS (HCM)	-
`error_groups`	consumer	optional	(no canonical owner recorded)	-
`monitoring_alerts`	consumer	optional	ITOM-INFRA-MON (ITOM)	-
`service_level_objectives`	consumer	optional	(no canonical owner recorded)	-

7. Lifecycle states

`configuration_items` (Configuration Item)

This scope holds configuration_items as embedded_master; the canonical state machine is owned by CMDB-CORE.

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`discovered`	✓	-	-	-	CI auto-detected by discovery feed; not yet curated.
2	`registered`	-	-	✓	`itsm-incident-mgmt:register_ci`	CI record curated and accepted into the CMDB of record.
3	`in_use`	-	-	-	-	CI is actively in operational use.
4	`retired`	-	-	✓	`itsm-incident-mgmt:retire_ci`	CI taken out of service but record retained.
5	`archived`	-	✓	✓	`itsm-incident-mgmt:archive_ci`	CI record archived after retirement; read-only for audit.

`org_units` (Org Unit)

This scope holds org_units as embedded_master; the canonical state machine is owned by HCM-ORG-POSITIONS.

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`draft`	✓	-	-	-	Org unit defined as part of a future structure; not yet operational.
2	`active`	-	-	✓	`itsm-incident-mgmt:active_org_unit`	Operational unit; carries headcount, cost-center linkage, and reporting lines.
3	`reorganized`	-	✓	✓	`itsm-incident-mgmt:reorganized_org_unit`	Unit folded into or replaced by a new structure; references remain for history.
4	`closed`	-	✓	✓	`itsm-incident-mgmt:closed_org_unit`	Unit dissolved; no employees or positions reside in it.

`service_incidents` (Incident)

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`new`	✓	-	-	-	Incident has been logged; not yet triaged or routed.
2	`assigned`	-	-	-	-	Triaged and assigned to a support group or agent.
3	`in_progress`	-	-	-	-	Assignee is actively diagnosing or working the incident.
4	`resolved`	-	-	✓	`itsm-incident-mgmt:resolved_incident`	Workaround or fix delivered; awaiting reporter confirmation.
5	`closed`	-	✓	✓	`itsm-incident-mgmt:closed_incident`	Resolution confirmed; incident archived and SLA clock stopped.
6	`canceled`	-	✓	-	-	Incident withdrawn (duplicate, invalid, raised in error).

8. Permissions and business rules (derived)

8.1 Permissions

permission	tier	description	included in `:admin`?
`itsm-incident-mgmt:read`	baseline-read	Read access to every entity in the module	✓
`itsm-incident-mgmt:manage`	baseline-manage	Edit operational records	✓
`itsm-incident-mgmt:admin`	baseline-admin	Edit reference data and inherit every workflow gate below	-
`itsm-incident-mgmt:active_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `active`	✓
`itsm-incident-mgmt:reorganized_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `reorganized`	✓
`itsm-incident-mgmt:closed_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `closed`	✓
`itsm-incident-mgmt:resolved_incident`	workflow-gate (lifecycle)	Transition `service_incidents` into state `resolved`	✓
`itsm-incident-mgmt:closed_incident`	workflow-gate (lifecycle)	Transition `service_incidents` into state `closed`	✓
`itsm-incident-mgmt:register_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `registered`	✓
`itsm-incident-mgmt:retire_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `retired`	✓
`itsm-incident-mgmt:archive_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `archived`	✓
`itsm-incident-mgmt:view_all_incidents`	override (personal_content)	View all `service_incidents` rows beyond row-scope	✓
`itsm-incident-mgmt:manage_all_incidents`	override (personal_content)	Manage all `service_incidents` rows beyond row-scope	✓

8.2 Business rules

rule_name	data_object	source flag	intent
`incident_edit_scope`	`service_incidents`	has_personal_content	Row-scope by default; override via `itsm-incident-mgmt:view_all_incidents` / `itsm-incident-mgmt:manage_all_incidents`

9. Roles, RACI, and responsibilities (derived)

Baseline roles, the permission hierarchy, and RACI realization are DERIVED from this scope’s entity-type write tiers + process_raci; none of it is stored in the catalog (the deployer provisions it from this blueprint).

9.1 `ITSM-INCIDENT-MGMT`

Baseline roles:

role	baseline grant
`itsm-incident-mgmt_viewer`	`itsm-incident-mgmt:read`
`itsm-incident-mgmt_manager`	`itsm-incident-mgmt:manage`

Permission hierarchy:

permission	includes
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:manage`
`itsm-incident-mgmt:manage`	`itsm-incident-mgmt:read`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:active_org_unit`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:reorganized_org_unit`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:closed_org_unit`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:resolved_incident`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:closed_incident`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:register_ci`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:retire_ci`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:archive_ci`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:view_all_incidents`
`itsm-incident-mgmt:admin`	`itsm-incident-mgmt:manage_all_incidents`

Processes wired:

process_key	process_name	PCF code	PCF ID	level	description
`create_organizational_design`	Create organizational design	1.2.5	10041	3	Formulating a design for the organization’s resources that allow it to meet its objectives. Develop a new framework for molding the organization’s various processes into a coherent and seamless whole.
`conduct_organization`	Conduct organization restructuring opportunities	1.1.5	16792	3	Examining the scope and contingencies for restructuring based on market situation and internal realities. Map the market forces over which any and all probabilities can be probed for utility and viability. Once the restructuring options have been analyzed and the due-diligence performed, execute the deal. Consider seeking professional services for assistance in formalizing these opportunities.

RACI realization:

actor	kind	raci	process_key	realization
`HR-ORG-DESIGN-ANALYST`	persona	responsible	`create_organizational_design`	grant gates [itsm-incident-mgmt:active_org_unit] + the gated entities’ write tier
`HR-BUSINESS-PARTNER`	persona	accountable	`create_organizational_design`	approval gate
`PEOPLE-MANAGER`	persona	consulted	`create_organizational_design`	advisory read grant
`HR-HRIS-ADMIN`	persona	informed	`create_organizational_design`	notification side effect (trigger_event / webhook_receiver)
`HR-ORG-DESIGN-ANALYST`	persona	responsible	`conduct_organization`	grant gates [itsm-incident-mgmt:reorganized_org_unit] + the gated entities’ write tier
`HR-BUSINESS-PARTNER`	persona	accountable	`conduct_organization`	approval gate
`PEOPLE-MANAGER`	persona	consulted	`conduct_organization`	advisory read grant

9.2 Functional ownership and default grants

responsibility	business function	default role	default tier
owner	IT Service Desk	`admin`	`:admin`
contributor	IT Operations	`manage`	`:manage`
contributor	Security	`manage`	`:manage`
consumer	Finance	`read`	`:read`
consumer	Human Resources	`read`	`:read`