Wondering about incident management KPIs? We explain what incident management metrics are, how to track them, and what to do with the information.

I've long been fascinated with the metaphor of an iceberg to describe a problem who’s true magnitude is obscured beneath the surface. If you’re not familiar with this phenomenon, when ice freezes it decreases in density. This allows the solid ice to float, partially, atop the water with only a small fraction of it exposed. In fact, icebergs hold nearly 90% of their mass hidden below the water.

Zero Trust is a heightened security measure that blocks people and devices from accessing company data by default, only allowing access to those who prove they require it. Zero Trust assumes restricted access to company resources by all: Anyone or anything accessing company resources requires verification each time the system is accessed. There are no options to “trust this device next time” or “save password for next time”.

A security incident is the last thing any DevOps lead wants to see. Along with the vast number of protocols required to overcome an incident, there’s a hefty amount of paperwork to complete. Security incidents can even lead to legal repercussions, if personal data is leaked. Incident response templates offer insight into: An incident response plan template drastically reduces the time and effort spent dealing with incident reports.

How are you delivering Slack incident management workflows that serve the many teams across your enterprise? How are you addressing the differences in their use cases, access needs, isolation needs, and tech stacks, all while enabling everyone to collaborate? These are challenging questions to answer. To effectively do so, you have a host of conditions to support at the team and company-wide levels: ‍ Team ‍ Company-wide ‍

For many organizations, ServiceNow is a crucial platform to run and scale your organization across all departments. Many organizations’ engineering teams have been relying on ServiceNow Incident and Problem Management. Despite that, many have been experiencing a growing volume of incidents hindering their ability to scale not only their incident response but also their retrospective operations, potentially compromising their data governance and compliance requirements.

DevOps is a term combining “development” and “operations”. It involves the use of tools and processes to minimize the time and effort spent on software creation and maintenance. Many DevOps technologies use automation to reduce manual tasks. These DevOps automation tools sometimes use AI-based technology to remove human-based operations, or simpler scripting and processing. This increases speed in feedback and performance between development and operations departments.

A DevOps runbook is a little like a recipe book. Instead of rules for cooking, it’s a compilation of rules and procedures designed to maintain software systems and other applications. The purpose of each runbook is to cross-educate your entire team with the same knowledge base and provide easy-to-follow instructions in time-sensitive situations like incidents. Runbook templates are guides outlining a standard for the documentation of operations and development.

At enterprise scale, effective flow of incident awareness requires sharing many distinct pieces of information with many unique stakeholders serving different roles in the organization at precise moments in time. The creation of these dynamic communications and their delivery is constantly put to the test by the pressure of knowing that for every minute the incident is allowed to persist, potentially hundreds or thousands of customer businesses are being harmed.