Operations | Monitoring | ITSM | DevOps | Cloud

The why and what we learned from surveying 1,900 engineering teams around their best practices to build, scale, and maintain high availability.

Incident management is easily one of the most annoying things anyone has to ever deal with. There will always be only a handful of people who would ever want to walk into the building on fire to mitigate. That’s the same with most engineering teams. Only a handful are willing to get in, find the root cause, and mitigate the incident.

With distributed IT Operations becoming the norm, most enterprise teams struggle with communication and collaboration within and across the organization. Without the proper tools, staying on top of incidents can be challenging, quickly resulting in outages taking longer to resolve. The overall effect: increase in downtime-related costs and decrease in performance and availability of services making mean time to resolve (MTTR) worse.

If done right, retrospectives can help you inspect past actions, help adapt to future requirements and guide teams towards continuous improvement. However, organizations find it difficult to adopt the right mindset to execute retrospectives effectively. This blog will help you understand what retrospectives are and provide valuable tips to make your retrospectives meaningful. This blog will cover,

Customer support tickets are a key indicator of which customers are being actively impacted by an incident. Incident-related support tickets are an important component of impact assessment, incident prioritization, and effective stakeholder communications. FireHydrant's new Zendesk integration allows Enterprise tier users to: With our Zendesk integration you can streamline customer impact assessments and incident communications, resulting in reduced support response times and incident durations.

The perfect incident management checklist doesn’t need to be a fantasy. In fact, it shouldn’t be! The perfect incident management checklist should cover several topics, be broken down into bite-size sections, and help team members quickly identify tasks that fall under their responsibility. We asked our experts what should be included in the perfect incident management checklist. Here are their answers.

At incident.io, we’re building tools to help people respond to incidents, often by automating their organisations’ process. Much of this is powered by our Workflows product, which customers can use to achieve things like: Workflows as a product feature are incredibly powerful, and we’re proud of the value they provide to our customers. Behind-the-scenes, though, building something like workflows can be difficult.