IMR
The expansion of the Xurrent platform is here. IMR – Incident Management & Response delivers incident, alert, and on-call management with a focus on rapid response, reliable escalation, and clear collaboration across SRE/DevOps/IT teams. It helps shorten the time from detection to resolution, coordinate interventions, and keep SLAs under control — powered by AI and more than 150 native integrations.
IMR is a leader in incident and alert management. It offers organizations a comprehensive solution for operations management, enabling not only fast handling and resolution of incidents but also the prevention of recurring issues.
Where does IMR deliver the biggest impact?
IT Operations/
NOC
Centralized alerts, clear on-call schedules, fast escalations
SRE
& DevOps
Cross-service coordination, post-mortems, runbooks, automation
Support
& Customer teams
Unified communication, e-mail, push, Slack, MS Teams) and clear status pages
Key Features
On-call
planning and escalation
Team schedules, holidays, and rotations; multi-level escalations with acknowledgment.
Inteligent alerting (omnichannel)
Alerts via Phone/SMS/e-mail/push/Slack/Teams; routing by severity and time.
AI assistants for incidents
AI summaries, context-aware Q&A, post-mortem drafts, and planning support.
Post-mortem, playbooks & wf automation
Post-mortem generation, standardized runbooks, and no/low-code workflow actions.
Service Dependency Mapping & Status Pages
Service relationships and impacts, with publishing to status pages.
Reporting and Analytics
SLA, MTTA/MTTR, trends, team workload, and exports for improvement.
Integrations and measurable impact
IMR connects to monitoring, APM, log management, ticketing, and communication tools. 150+ prebuilt integrations (Datadog, Grafana, Prometheus, New Relic, Jira, ServiceNow, Xurrent via generic connectors, and more). Zenduty reports reducing MTTR by up to ~60% thanks to AI assistance, automations, and better incident coordination. (Actual results depend on your context and process setup.)
Why IMR and OMNICOM?
Local implementation & support
Setup of on-call, escalations, integrations, and reporting in line with your processes.
Integration with existing ITSM/ESM
Experience with Xurrent, GLPI, HaloITSM, and Lansweeper; designing the end-to-end flow from alert to ticket and feedback. Plus experience with enterprise and public sector projects across Central Europe.
Best practices aligned with ITIL/DevOps/SRE
Design of roles, playbooks, KPIs, and retrospectives for continuous improvement.