Hello all,

What we are tring to do at our company (banking industry) is to apply some ITIL (Information Technology Infrastructure Library) principles and I need some ideas to develop our incident management system of our company. For those who have experienced with incident management, what are the things that helps you most ? What are the things that you can't live without while managing the incidents. Do you have some good screenshots of such a monitoring software ?

Since we choosed to develop our own system instead of buying a big system, there are lots of things we may miss, and we are brainstorming here. I need some key points that most crucial in incident management and monitoring.

Thanks.