The latest News and Information on Incident Management, On-Call, Incident Response and related technologies.
As a former incident responder and now as a responder advocate for FireHydrant, I’ve seen the “build vs. buy” debate play out many times. In fact, I even supported the tool that former employers used for managing incidents for years before they decided to buy (more on that in a future blog post).
IT operations move fast. If you’re an ITOps leader, you need to be moving just as fast to make sure your team has what it needs. Positioning your team for success isn’t easy: complexity in IT is increasing every year and can reach a point where it exceeds a person’s capacity to keep pace. In the face of massive growth, ITOps teams can face major challenges with productivity, burnout and efficiency.
Good incident management is critical to the successful running of any business. Get it wrong, and you risk damaging customer trust, brand reputation and, above all, your bottom line. In this article we’ll give you a 101 on incident management: what is it, why does it matter, and how can you do it well?
If you’re in IT, no doubt you’ve heard the age-old statistic that an average minute of downtime costs $5,600. It turns out that information is a bit outdated and does not reflect the real and nuanced costs of a modern IT outage. BigPanda suspected this and wanted to uncover the true numbers behind outage costs so ITOps can have a better understanding of costs, causes and “cures” of an IT outage.
There is a moment in every company when 24x7 support is needed. Congrats! The next step is to start building an on-call team. In this article, we'll go through some of the aspects you should consider. We'll keep it small and, in a future article, go deep into each step.
An incident can take many forms. It can look like a small issue that locks a few customers out of their accounts or a huge catastrophe that brings down your entire product for a full day. How you respond to the incident should vary based on the impact of the incident. And that’s where severity comes into play. Defined severity levels are crucial to any good incident management program.
Incidents are costly. It’s not just revenue that takes a hit every time you have an outage–brand reputation and client satisfaction are also on the line. To protect current and future revenue, companies have to deliver on customer expectations. Innovation alone is no longer enough: digital experiences must also be fast, flawless, and highly available. This means teams have to get more proactive with real-time, unplanned work.
