Operations | Monitoring | ITSM | DevOps | Cloud

Ever wrapped up an incident, thought 'Phew, glad that’s over,' only to feel your stomach drop when you see the dreaded "Incident Debrief" on your calendar? We've all been there. Incident debriefs don't need to feel like sitting through your least favorite school subject. They can (and should!) actually be engaging and useful. At incident.io, we've found a simple, repeatable, and blameless framework.

On Tuesday, Feb. 18, 2025, we experienced an outage that lasted approximately 150 minutes and impacted roughly 25% of our Grafana Cloud services. To our customers: we are very sorry and more than a little embarrassed that we stepped outside our own processes and advice to cause this. You rely on us to help monitor and troubleshoot your environments, and this type of incident obviously makes it harder for you to do that.

In today’s customer-centric landscape, businesses must go beyond just ensuring high availability and fast response times. Customers now expect seamless, personalized digital experiences, with little to no disruptions to service, and failing to meet these expectations can drive them to competitors. Studies show that companies prioritizing customer experience (CX) achieve significantly higher revenue growth and retention rates.

Getting started with any new platform can feel like a lot. We get it. That’s why we built The Fire Academy — our new Customer Learning Platform that makes getting started on FireHydrant as seamless as possible. Our goal is simple: we want you to feel confident customizing and configuring FireHydrant to fit your needs without having to dig for answers or wait for support. Everything you need is at your fingertips, so you can work at your own pace and get the most out of the platform.

Another HIMSS is in the books, and after days of conversations, sessions, and navigating the Vegas maze of healthcare tech, a few key themes really stood out—especially around clinical communication.

Understanding ITSM and ITIL is essential to strengthen your IT service management. Although they are closely related and often used interchangeably, ITSM and ITIL have distinct purposes and methodologies. To gain efficiency and competitive advantage in IT management, understanding their differences while exploring how they complement each other is a must.

When X (formerly Twitter) suffered a global outage on March 10-11, 2025, millions of users and businesses were left in the dark. Apart from a solitary post from CEO Elon Musk claiming a cyber-attack, X has remained silent. Yet Catchpoint’s Internet Sonar detected the crisis in real time—highlighting the critical role independent, proactive monitoring plays when vendor communication fails.

OpsGenie shuts down in 2027. Move to PagerTree—reliable, affordable incident management.