欢迎! [Huānyíng] In Mandarin, this means “welcome,” the first Chinese phrase I ever learned as a Mandarin Language Minor in college. It took me two…

In any fast-paced engineering environment, unexpected incidents can arise and escalate without warning. Effective leadership is key when this happens since coordination and decision-making across…

(This blog post is inspired by the talk that I will be giving at DevOps Talks Conference Melbourne and DevOps Talks Conference Auckland. Hope to…

Modern Enterprise organizations today are managing increasingly complex technology portfolios and pressured to deliver on innovation—all while facing far higher stakes than ever before when…

| In Incident Management Best Practices

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

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

The typical techie will face every challenge with a simple question: “Can I build the solution myself?” And often, the question is valid enough that…

When you hear the words incident management, you may think of IT pros managing backend systems. Customer support teams probably don’t come to mind. But…

The big advantage of configuration management tools like Chef, Puppet, and Ansible is that they turn your data center into “scripted” infrastructure. Instead of wasting…

Guest post. As a freelance developer, inheriting projects is a necessary evil. Almost every project has legacy code that the team is afraid to touch,…

The point of continuous integration is to automate builds and tests, and bring efficiency and quality to the pipeline. However, things do sometimes go wrong…

The threat landscape is expanding at a crazy pace. There are new vulnerabilities released every day, and the amount of servers, applications, and endpoints for…

In our always-on, IoT-enabled, cloud-connected, big data age, we face a major paradox: it’s now easier than ever to collect large amounts of data —…

Credit: NASA Organizations need many incident commanders to provide a high level of service to their customers while avoiding on-call load. Many shy away from…

About a year ago, some technical difficulties at Citi temporarily shut off a few hundred thousand cards and a swath of ATMs at the same…

“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…

Today, we’re excited to announce a suite of new functionality to power even faster resolution and accelerate learning from major business-impacting incidents with the definitive…

Your high school history teacher no doubt delivered to you some variation on George Santayana’s famous remark that, “those who cannot remember the past are…

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