Incidents are inevitable. As your service expands and becomes more complex, you are more likely to encounter outages, slowdowns, errors, and other disruptions to healthy operation. At the same time, as your service becomes more popular and relied on by users, the cost of incidents becomes higher. Studies have shown that the cost of downtime is high, and growing fast in the digital-first world. Since you can never fully prevent incidents, it's important to resolve them as efficiently as possible.