Many IT professionals are familiar with the popular metrics and measures of IT operational success. Such metrics as Customer Satisfaction, Average Handle Time and First Contact Resolution are typically memorized by service desk managers and stored for quick reference during planning and other types of meetings. But how do we measure the effectiveness of the processes that support those teams?

Keeping track of what all that you need to do to mitigate an incident is crucial. And if you’re an Incident Commander, you also need to keep track of what everyone is doing. This is why we’re excited to share a new experience in Slack to create and manage all tasks in an incident.

Looking into runbook automation? We explain how runbook automation works, with examples and tips on how to use it to streamline your incident response process.

The importance of well-managed communications when handling IT and security incidents cannot be overstated. If updates are not communicated in a timely and accurate manner, misunderstandings, misalignment, and costly errors will occur. Not to mention, resolution will be prolonged. And if highly sensitive information is communicated to those who should not be privy to such, then the risk of legal ramifications is high, as would be the damage.

ServiceNow is a workflow automation platform used by organizations for their IT ticketing and project management needs. In contrast, Squadcast is an end-to-end incident management and SRE platform that is used by organizations for their reliability requirements.

When are you smarter than your playbooks, and when are your playbooks smarter than you? That’s a question that engineers rarely step back to consider. The rational, disciplined parts of our minds tell us that the playbooks we are supposed to follow were carefully designed and tested, and that we should stick to them at all costs.

Wondering about the incident response lifecycle? We explain what it is, and how each phase helps lead to effective incident resolution. What is the incident response lifecycle? The incident response lifecycle is an organization’s framework for responding to an incident that disrupts service. The incident response lifecycle contains the following phases.

What a start to 2022 has been for us all. We are incredibly proud of the continuous innovation, velocity and delivery of new features and functionality. We’ve heard success story after success story from our brilliant customers, each unique in their own way and continue to collaborate with them on our roadmap. So, this March update is for you and a massive thank you. We couldn’t do it without you, and it’s been our honor to be part of your success.