What are the Key Incident Management metrics/ KPI ‘s? How important is it to track Your Team’s Performance? If you are not doing so already the time is right to get your finger on the pulse by better understanding and managing your organizations incident management key metrics. How a company manages IT Incidents matters and most importantly the process has the power to impact sales – recent studies indicate 52% of U.S.

As a Solution Architect here at xMatters, an Everbridge Company, and through my 30-year career in the IT industry, I’ve seen many frameworks offering bold new ideas. CMMI, ITIL, Prince 2, Agile, Scrum, and most recently, DevOps. These frameworks come and go, offering huge improvements in the way we deliver and manage our IT capabilities, but never lasting long enough to act on those promises.

For those in the manufacturing industry, critical events threaten financial loss due to unplanned downtime, reduced factory utilization rates, lost revenue, and even employees put at risk.

A Service Level Agreement (SLA) is a document that details the expected level of service guaranteed by a vendor or product. This document generally sets out metrics such as uptime expectations and any payoffs if these levels are not met. For example, if a provider advertises an uptime of 99.9% and exceeds 43 minutes and 50 seconds of service downtime, technically the SLA has been breached and the customer may be entitled to some type of remuneration depending on the agreement.

A couple of weeks back, Blameless attended SaaStr 2021, the go-to event for any business Go-to-Market (GTM) team which has been running since 2012. Our decision to sponsor was made in early 2020. Back then, we had no idea how long the pandemic would last or that it would be a full 18 months before we’d be able to do a physical event.

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 a variety of topics, broken down into bite-size sections so that different team members can claim responsibility for their own sections. We asked our internal and external experts what they think should be included in the perfect incident management checklist and unsurprisingly, we were blown away by some of their response.

It’s 2 AM and you’re paged when you’re still awake – how well can you find what you need to fix the latest mistake? When the incident begins it might only be impacting a single service, but as time progresses, your brain boots, the coffee is poured, the docs are read, and all the while as the incident is escalating to other services and teams that you might not see the alerts for if they’re not in your scope of ownership.