This ontology models the Internal Help Desk Incident Management process for a multinational corporation's IT service desk. It represents how employees worldwide report disruptions to business-critical services (such as email, collaboration tools, ERP systems, or network access), how incidents are triaged, assigned, and resolved according to ITIL-aligned practices, and how they connect to services, configuration items, and problem management for continual improvement.
Key entities include Incident, Service, User (reporter), Assignee (support analyst or team), Configuration Item (CI), and Problem. Important relationships show real-world flows: a User reports an Incident that affects a Service and one or more CIs; the Incident is assigned to an Assignee with defined priority and SLA targets; it may be linked to a known Problem for root-cause analysis or require a Change for permanent resolution.
Ontology Designer (Graph)
Ontology Designer (RDF)
This model provides a shared conceptual language that helps global help desk teams, service owners, and AI agents quickly understand impact, prioritize work, track resolution progress, and identify recurring issues. By making relationships explicit (e.g., how an incident impacts business services or links to underlying problems), the ontology supports faster restoration of service, better decision-making, and proactive improvement. Exactly the value Fabric IQ ontologies deliver for real-world operational understanding.
Ontology Playground
Ontology Playground: Incident Management Ontology
