<p>The management of traffic incidents is a challenging task for road safety, and the reduction of congestion and emissions that improve living conditions in urban areas. This paper proposes a holistic approach for road traffic incident management, which involves multiple stakeholders and employs Multi-Criteria Decision Making (MCDM) methods relying on Mathematical Programming. The proposed approach implements a Recommendation Service (RS), which is part of an intelligent transport system that consists of several components, such as network monitoring and automatic detection of network anomalies, for traffic incident management. For an occurred incident, our method focuses on evaluating a list of response plans, which contain a series of network management actions such as traffic redirection, lanes’ closure, etc., to recommend the most appropriate to the involved stakeholders. The assessment of the response plans is based on criteria that capture the network performance, environmental considerations, passenger satisfaction and the interests of multiple stakeholders in the transport network. The values of these criteria are obtained from combining simulation results with data about traffic, public transport itineraries and priorities provided by the stakeholders. Multicriteria Satisfaction Analysis (MUSA) method is used for measuring passenger satisfaction, while UTASTAR method is employed to evaluate and rank the available response plans. The recommended response plan aims to provide traffic management directions and promote coordination among the involved stakeholders to deal with a road incident. Masked data and a simulated incident on a main highway in Athens, Greece illustrates the proposed approach.</p>