Posts by Michael Churchman

Incident Management Best Practices

Incident Management for Travel and Hospitality

What does incident management mean for the travel and hospitality industry? There are times when it can mean everything. In this post, we’ll ...

Incident Management & Response

Getting Ahead of the Customer Experience

We all know how important the customer service experience is. But getting customer service right is hard because it isn’t always easy to ...

Best Practices & Insights

Getting the Most from Your Incident Post-Mortem

What do you do after you’ve experienced an incident and performed a post-mortem (or, postmortem)? That may seem like a simple question, or even ...

Innovation

Evolving Enterprise IT: The Agility-Stability Paradox

Today’s enterprise IT is not your grandfather’s enterprise IT. Enterprise IT is evolving rapidly and on all levels — from user demand ...

Innovation

The Importance of Operational Maturity and Being Application-Centric

Is your organization’s IT system operationally mature, and is it application-centric? In today’s digital landscape, achieving both of ...

Incident Management & Response

Incident Management for Regulated Industries

Being on-call is already a demanding and sometimes very unforgiving responsibility. If you are working in a regulated industry, however, the demands ...

Ideas

How We Compute Today: What Modern Infrastructure Looks Like

Today’s infrastructure is not your grandparents’ IT infrastructure, nor is it the infrastructure from a generation ago. The days of punch ...

Alerting

Determining Incident Priority

Alerts. It’s so easy for them to pile up. One moment, you’re looking at a handful of alerts. A few hours — or maybe even...

Incident Management & Response

Keep Critical Apps and Infrastructure Up and Running

“Incident lifecycle management? If we manage to stay alive from one incident to the next, it’s a good day. On a bad day, it’s all...

Incident Management & Response

Avoiding Incident Response Bottlenecks

Incident response bottlenecks – you know they’re real and you know that your incident response system probably has a few, but they must be...

Monitoring

Smart Devices, Smarter Monitoring

Smart devices require smart monitoring. That’s not a platitude. It’s an imperative. In fact, the smarter the device, the smarter you need ...

Innovation

6 Essential Steps to Reducing Incident Resolution Time

“How can we reduce incident resolution time? Our MTTR numbers are dragging us down!” If you find yourself shouting this question at the ...

Alerting

Reducing Technical Debt With Incident Management

  It generally pays to look beyond labels, such as “incident management” (which usually means much more than receiving and responding...