Throughout 2023, one thing has become abundantly clear: regardless of an organization’s size or industry, incidents are inevitable. Recently across the APAC region, we’ve seen numerous regulatory bodies clamp down on large companies who are failing to provide acceptable service, with some handing out quite severe penalties. For many, the cost of an incident is no longer just lost revenue and customer trust, but financial penalties and business restrictions.

What a year 2023 was at incident.io! While it's hard to summarize 365 days into just a few sentences, a handful of moments stood out from this transformative year: So as we close the curtain on a momentous 2023, we sat down with the three co-founders of incident.io—Chris, Stephen, and Pete—to do a bit of reflection on the wild ride that was this year.

When declaring and responding to an incident with incident.io, most of your interactions with our product will go via Slack. You might configure your forms in our web dashboard, but the responder using them to declare an incident is most likely doing so from a Slack modal, and the incident announcement will be posted as a Slack message. This means a lot of our product design falls within the constraints of what we can build using Slack’s block kit.

You’re focused on swiftly identifying, analyzing, and resolving disruptions in IT services. And you know all too well that correctly deploying and adopting incident management holds the key to delivering a more reliable and responsive IT environment for your applications and services. That’s why you’re using or are considering using ServiceNow’s incident management to ensure a structured and efficient approach to handling your IT service incidents.

Large Language Models (LLMs) are advanced artificial intelligence models designed to comprehend and generate human-like language. With millions or even billions of [parameters, these models, like GPT-3, excel in natural language processing, understanding context, and generating coherent and contextually relevant text across various applications.

We're pleased to announce incident.io can now be purchased through the AWS Marketplace!

Tech companies face a daunting challenge: a staggering 90% of their IT teams are stuck doing mundane, repetitive tasks, leaving only 10% to focus on strategic innovation. Companies know that automation is the solution to these repetitive, low-level incident response actions; however, many need support to begin automating.

IT incident management aims to swiftly identify, address, and resolve IT disruptions to restore normal service operations. Tracking IT incident management key performance indicators (KPIs) is a vital step toward minimizing disruptions for customers and users. But there are several different KPI and metrics choices, and it’s not easy to identify the right ones that can drive meaningful improvements in incident management.

Before I stumbled into the tech industry (a story for another day), I spent several years in the customer service world as a server and front-of-house manager in restaurants. It was in these jobs that I first honed some critical skills that would later lead me on the path to incident response.

On December 8, 2023, Adobe's extensive customer base was impacted by a series of outages in the Adobe Experience Cloud, starting from 8:00 AM EST and continuing until 1:45 AM EST on December 9. We haven't seen a third-party outage of this magnitude since the DoubleClick outage of 2018.