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An "incident" within AMS is any activity or task that requires resolution and that the business has determined should be recorded and tracked.
Any business should therefore be equipped to resolve incidents.
As well as random events, a business always has some "focus areas" that need to be continually monitored. Some areas (like OH&S) require these types of incidents to be logged for legal compliance reasons, others (like customer service) are areas where incidents may need to be resolved with a high priority to ensure that high quality service levels are achieved.

AMS provides the ability to record, allocate, monitor, and track all business incidents through to resolution. All incidents are initiated by an event that is recorded by a person and then allocated to an employee for resolution. An email is generated to the allocated person with details of the incident and to initiate resolution. All incidents carry a priority. An incident can be reallocated (or delegated) to another staff member by any recipient, however the initiator of the incident remains unchanged. A control log is kept of all changes made to every incident following initial recording so that anyone can see the history of activity for any event including it's resolution. So the time taken to resolve any event can be monitored and reported.
Numerous performance reports can be generated based on this data.

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By recording and tracking all incidents then nothing is forgotten and operational management is implemented at the highest level.

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