Even the best software fails sometimes. How quickly those failures get addressed, and how your teammates and customers feel about you after the fact, comes down to how well you communicate with them. Users, customer success managers, Ops team members, IT, security, engineering leadership, even the executive team. Each has a vested interest in resolving engineering incidents quickly. All need to be updated with the right information at the right time.

Curious about continuous deployment vs delivery? We explain what each is, what happens in each step, and their importance in the DevOps lifecycle.

Curious about MTTR? We explain what the mean time to recovery is, why it matters to your development team, and how to reduce it.

Wondering about incident management KPIs? We explain what incident management metrics are, how to track them, and what to do with the information.

I've long been fascinated with the metaphor of an iceberg to describe a problem who’s true magnitude is obscured beneath the surface. If you’re not familiar with this phenomenon, when ice freezes it decreases in density. This allows the solid ice to float, partially, atop the water with only a small fraction of it exposed. In fact, icebergs hold nearly 90% of their mass hidden below the water.

Zero Trust is a heightened security measure that blocks people and devices from accessing company data by default, only allowing access to those who prove they require it. Zero Trust assumes restricted access to company resources by all: Anyone or anything accessing company resources requires verification each time the system is accessed. There are no options to “trust this device next time” or “save password for next time”.

A security incident is the last thing any DevOps lead wants to see. Along with the vast number of protocols required to overcome an incident, there’s a hefty amount of paperwork to complete. Security incidents can even lead to legal repercussions, if personal data is leaked. Incident response templates offer insight into: An incident response plan template drastically reduces the time and effort spent dealing with incident reports.

How are you delivering Slack incident management workflows that serve the many teams across your enterprise? How are you addressing the differences in their use cases, access needs, isolation needs, and tech stacks, all while enabling everyone to collaborate? These are challenging questions to answer. To effectively do so, you have a host of conditions to support at the team and company-wide levels: ‍ Team ‍ Company-wide ‍

For many organizations, ServiceNow is a crucial platform to run and scale your organization across all departments. Many organizations’ engineering teams have been relying on ServiceNow Incident and Problem Management. Despite that, many have been experiencing a growing volume of incidents hindering their ability to scale not only their incident response but also their retrospective operations, potentially compromising their data governance and compliance requirements.