Incident Management & Response

Incident Response: 6 Best Practices for the Modern Enterprise

Modern organizations today are managing increasingly complex technology portfolios and pressured to deliver on innovation—all while facing far ...

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 ...

Incident Management & Response

To Build or To Buy?

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

Best Practices & Insights

How Customer Support Teams Can Benefit from Incident Management

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. ...

Incident Management & Response

Next-Gen Incident Management: Scripted Infrastructure

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

Incident Management & Response

Using Historical Incident Management Data to Plan for System Upgrades

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...

DevOps

Bringing Deeper Monitoring to DevOps

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

Best Practices & Insights

Better SecOps with Incident Management

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

Alerting

How to Prevent Alerting Overload

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 ...

Best Practices & Insights

Top Skills for an Incident Commander

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

Incident Management & Response

Metrics in Incident Management to Keep Tabs On

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 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...

Announcements

Announcing the Modern Incident Resolution Lifecycle

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

Incident Management & Response

After the Disaster: How to Learn from Historical Incident Management Data

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

Incident Management & Response

Incident Management for IoT Today

The Internet of Things (IoT) is starting to become very popular in the lives of people, and in enterprises globally. While it began as a novelty, ...

Incident Management & Response

How Incident Management Boosts Employee Morale

The fear of failure can be a massive hurdle for many development and ops team members. This fear can be so overbearing that morale across...

Incident Management & Response

Scaling Incident Management

Incident management is paramount to the success of any modern ITOps team. However, much like growing a business, scaling incident management can also ...