Most commonly, businesses take a reactive approach to incident management. After all, the concept of incident response seems inherently reactive. However, it is possible—and often necessary—to take more proactive measures. This entails identifying potential problems and taking steps to remediate them before they become incidents. Let’s explore both proactive and reactive incident response methods, the strategies that differentiate the two approaches, and how you can use them concurrently to prevent system outages and performance lapses. Reactive incident response To mitigate risks to business ..read more

In IT environments, incidents happen all the time and it’s impossible to prevent all of them. Regardless of the available software solutions or the level of technical training of both users and developers, no organization is immune to incidents. The increased dependence on IT infrastructure to provide core services means that any disruption in IT services can cause any organization significant financial and reputational harm. For example, IT service providers need to resolve customer support tickets following the service-level agreements (SLAs), and failing to do so makes them liable for breac ..read more

A software incident is an event or unplanned interruption that causes the software to deviate from its intended behavior, affecting the quality of service. With the ever-changing nature of the software industry, incidents are inevitable, particularly in teams that practice iterative software development cycles with constant releases to production. This necessitates a robust incident management strategy. The first step in an effective incident management strategy is classifying the incidents based on their impact. By placing incidents into categories that reflect their severity, incident respon ..read more

When a serious incident occurs, time is essential. Streamlining different components of the incident response and management process can help minimize the time it takes to resolve an incident. Proper streamlining also helps reduce downtime, restore functionality, and potentially curtail the overall impact of an incident—not to mention the costs incurred during these events. This article examines several areas of incident management, the potential challenges of manual implementation, and how an automation platform can alleviate these challenges to provide a streamlined incident response process ..read more

Incidents that impact user experience are some of the most common challenges that IT, security, and operations teams must face. Users have high expectations for application uptime, and organizations are responsible for ensuring applications are available for them. From application performance to user interface design, many factors can affect a customer’s experience—and resulting confidence—in your product’s capabilities. Therefore, your product team needs to be able to minimize the impact of failure. Once you know how much incident response impacts the user experience, you can appreciate the c ..read more

An effective incident management strategy is crucial for any business, especially those offering consumer-facing digital services. This is because when incidents occur, they may be easily detected by your users, impact your reputation, and ultimately affect your bottom line. So, to minimize the reach and severity of incidents, your response needs to be swift and effective. One way to ensure your approach meets these requirements is to implement AIOps. AIOps is the application of sophisticated analytics like natural language processing (NLP), machine learning (ML), and artificial intelligence ..read more

Digital service providers (DSP) are valued for their ability to provide access to digital content on demand. A high-quality customer experience and instant access to digital services are the greatest expectations of consumers and vital aspects of successful DSPs. Therefore, it’s crucial that incidents, when they occur, don’t impact your operations. With a robust incident management strategy, DSPs can provide their teams with tools for automating, coordinating, and quickly resolving issues without—or with minimal—service interruptions. This article explores the importance of effective incident ..read more

Incident management is your organization’s first line of defense. When incidents occur, internal teams must be ready to respond quickly. While incidents can happen anytime, it’s unrealistic to expect incident managers to be prepared to perform manual root cause analysis. Manually monitoring and analyzing applications on multiple servers is extremely difficult, which is why human reaction times have traditionally limited the speed of incident management. This is where automated incident management comes in. Observation and alerting tools provide monitoring capabilities that detect anomalie ..read more

Knowing who is in charge helps teams avoid confusion about who to turn to during a crisis, allowing them to focus their efforts where needed. When the pressure is on, an incident commander should have an established response plan to ensure that responders act quickly and coordinate efficiently, and with actionable insights this can be made possible. The incident commander is the primary contact and coordinator for all resolvers and resources during an incident. It’s the commander’s responsibility to plan, coordinate, communicate, and lead the incident response team throughout the lifecycle of ..read more

A software incident is an event or unplanned interruption that causes the software to deviate from its intended behavior, affecting the quality of service. With the ever-changing nature of the software industry, incidents are inevitable, particularly in teams that practice iterative software development cycles with constant releases to production. This necessitates a robust incident management strategy. The first step in an effective incident management strategy is classifying the incidents based on their impact. By placing incidents into categories that reflect their severity, incident respon ..read more