The latest News and Information on Incident Management, On-Call, Incident Response and related technologies.
In this post, we’ll dig into the difference between a bug and an incident, why alignment on how they are defined matters, and how to ensure you’re still learning from the issue, even if it’s “just a bug.”
As we settle into the time of year when we reflect on what we're thankful for, we tend to focus on important basics such as health, family and friends. But on a professional level, IT operations (ITOps) practitioners are thankful to avoid disastrous outages that can cause confusion, frustration, lost revenue and damaged reputations. The very last thing ITOps, network operations center (NOC) or site reliability engineering (SRE) teams want while eating their turkey and enjoying time with family is to get paged about an outage. These can be extremely costly - $12,913 per minute, in fact, and up to $1.5 million per hour for larger organizations.
The ITIL definition of an incident is “an unplanned interruption to or a quality reduction of an IT service”. In your IT ecosystem, an incident may be caused due to a malfunctioning asset, or a network failure. Common incidents include issues with the printer, Wi-Fi connectivity, application locks, email service, laptop, file sharing, unresponsive servers, or even authentication errors.
On-call management is one of the most important aspects of seamless IT service. Its aim is to ensure that the right person is notified in the case of an incident, so that they can react accordingly as quickly as possible. In certain cases, many people have to be notified. To achieve this as efficiently as possible, it is vital to have an up-to-date and smoothly functioning system.
In the world of IT, there are two main approaches to managing changes—the information technology infrastructure library (ITIL) and continuous integration and continuous delivery/deployment (CI/CD). Both have their own benefits and drawbacks, so it’s important to understand the difference between them before deciding which one is right for your organization. In this article, learn about the difference between CI/CD and ITIL, and find out which approach is best for your needs.
