Operations | Monitoring | ITSM | DevOps | Cloud

A neatly setup access control telling which user can do exactly what on an incident management platform can save a lot of time and hassle in the future. In the past, Spike.sh had only 2 roles - Admin and Member. The only difference in these roles were that only Admins can remove members. It was fairly simple and most users liked it. However, with larger teams coming onboard, it gets a little difficult to control for admins. So, we have empowered the existing system by adding two more roles.

Put simply, managing incidents—big or small—is good for business. Not only is it a regulatory requirement, but also a factor in your profits. Your customers expect smooth operations, good customer service and protection. A dedicated incident management tool can help protect all of these. While many may think of incidents as an IT or DevOps issue, it’s hard to over emphasize that they can happen in any department.

In 2023, the fight to retain customers will be one of the biggest factors determining whether a business can survive the recession all are predicting. One of the key findings from the 2022 State of Service Report from Salesforce is that great service is at the heart of customer retention: 48% of customers will switch brands for better customer service when something goes wrong, and they view open communication as a key factor in how a customer might gauge the quality of customer service.

CDI’s partnership with BigPanda has catapulted them to the forefront of modern IT operations. Through reselling and implementing BigPanda’s technology for customers, CDI saw the remarkable value of the platform and began to integrate it into their own business. In the process, they’ve become a partner and a customer—leveraging the product to transform their own operations in ways that previously seemed unimaginable.

In some respects, security and reliability are competing priorities. Security controls may reduce reliability, and responding to security incidents may require mission-critical systems to be paused or shut down until they're secure. The recent security incident involving CircleCI, however, shows that it's not always necessary to choose between prioritizing security or reliability.