In modern-day business, IT infrastructure is the pith of its base. The increasing ramification and highoctane infrastructure and the rising of cloud-based solutions bring challenges concerning time complexity to predict, diagnose and resolution. Generally, infrastructure lies between the data centre and some of the core products, which the business serves. Thus, the data centre is mostly affected by operating system related issues, physical disk crashes or issues in daemon services. The operating system has undergone a rise in the number of issues in recent years. While analysing and training employees to fix the issues can contribute to reducing the service downtime and control the business loses, however, anticipating the coming of new issues and holding the human resources for a long time is a big challenge for any organization. Therefore, industries are in a sense of urgency to find effective and viable solutions to suppress these problems. Incident management is comprised of layers of communication, mainly termed as follows: Tier1, Tier-2, and Tier-3.

Keywords : Centralized Database, IT IS, Subject Matter Expert.