Automated incident management creates workflows and information sharing mechanisms that remove the need for management intervention in service desk scenarios. For example, a ticket can be raised by the user through a website. That request flows through a text recognition program that assigns the task to a work queue. That work queue prioritizes tasks and makes them available to task management screens used by individual technicians. The task manager includes task escalation and completion notification. All stages of the process are logged and statistics on throughput volumes will be stored for analysis.