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 this episode, Pete and Lisa discuss why great communication (both internally and externally) is essential to the success of any incident management process. From keeping your wider team in the loop to minimise disruption, to using customer communication to strengthen your brand when things go wrong, the team share their experiences and top tips for having a transparent incident communication culture.
Let’s get one thing out of the way: we’re going into 2023 on a high-note. We’ve closed deals with some of the most respected companies in both the UK and US, we’ve hired in the double-digits, expanded into New York, and revenue is growing steadily. But we aren’t hanging up our football boots just yet. Yes, we can take some time to celebrate our wins, but we’re all hands on deck for 2023 planning.
In this podcast, the three incident.io co-founders Stephen, Chris and Pete take a trip down memory lane, revisiting the story of how they came to found incident.io and the major milestones of the first 12 months in business.
Most well established data teams have a clear remit and a well defined structured for what they work on and when: from the scope of their role (from engineer to analyst) to which part of the business they work with. At incident.io, we have a 2 person data team (soon to be 3) with both of us being Product Analysts.
In this podcast, our panellists discuss the foundations that any team needs to put in place when designing their incident management process. Starting from the basics of defining what we really mean by an incident, to how to set your severity levels, roles and statuses, Chris and Pete share their tips for building solid foundations to run your incidents.
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?
As usual, it’s been all systems go at incident.io this month. New joiners, new features and new swag (yes, you heard right!). But most excitingly, we launched our new podcast this week. We had a blast recording it - we hope you enjoy listening to it just as much. Here’s a round-up of some of this month's highlights…
One of my favourite features in incident.io is Decision Flows. With it, you can create a series of questions which eventually lead to a decision based on what you’ve answered. You can pull up this flow during an incident and it’ll guide you through the questions. It’s like having an experienced on-caller calmly guide you through what to do when a crisis hits. This is complementary to incident.io’s Workflows feature.
You’ve probably heard the terms ITIL and ITSM, but the distinction between the two can be a little unclear. Throw incident management into the mix, and the whole thing can feel pretty confusing. This article aims to explain what they are, the differences between the three, and importantly how they fit together. First, let’s establish what each of the terms actually mean.
