Good Design Pattern for Incident Management system

just wondered if anybody had a good suggestion for a design pattern for an incident management system.

I was thinking maybe the observer pattern.

Looking at a concept of a series of rules that are either "event driven" or based on a schedule, once the trigger of those events they need to create an incident that can been work flowed through to completion or escalated as required.

I want it to follow an ITIL process as much as possible, so I guess the question should be is there a design pattern that matches the ITIL process?

Thanks