Abstract: This invention relates to an application management service incident resolution method comprising, for at least a first category of complex incidents: selecting, from a library, an incident resolution workflow which is relevant for a given specific complex incident having occurred and which comprises a succession of activities: said activities being categorized as either automated or manual, automated activities proposing at least one or more robotic process automation agents and/or one or more automation scripts to be activated by user, manual activities proposing at least one or more contextual video clips to be displayed by user, performing effective incident resolution: by user at least selecting and combining, preferably and/or preferably amending and/or preferably adding and/or preferably removing, at least part of said activities among said succession of activities, said automated activity(ies) or part of them being simply activated by user, said manual activity(ies) being manually performed by user ba