The paper examines the case of IntraService incident management system implementation in an organization operating in the digital infrastructure segment. The study focuses on the assessment of changes that occurred in the functioning of the support service based on quantitative and qualitative indicators. The method of comparative analysis of operational parameters before and after the launch of the system is used, accompanied by expert interpretation of internal processes.

Keywords: implementation, system, incident, support, automation, platform, organization, infrastructure, process, integration