The latest News and Information on Incident Management, On-Call, Incident Response and related technologies.
The IT team for a large organization plays a crucial role in ensuring the smooth operation of the company’s technology infrastructure. One important aspect of their job is incident management, which involves identifying, assessing, and resolving issues that arise with the technology systems. IT teams utilize status pages to interface with end-users in order to inform them of system status, downtime and maintenance.
A seemingly straightforward technical problem can often have explosive consequences. Say a tech team restarts a cloud server overnight; those few minutes of downtime might trigger a problem elsewhere and cause your app to crash. The following morning, customers can't access your services, you're trending on social media for all the wrong reasons and your customer service reps are left to pick up the pieces. Scenarios like this prove the value of incident management. But you need best practices that ensure incident management does what it's supposed to do. Otherwise, it's just another buzzword. Here are some best practices for incident management that you need to incorporate into your tech organization.
On-call availability is crucial for many industries, especially in IT. With the growing reliance on IT systems and services, their availability directly impacts the success and satisfaction of customers. To ensure round-the-clock availability, on-call services are vital for prompt responses to emergencies and issues.
Will artificial intelligence (AI) end up emphasizing the importance of human emotions? What’s next for company operating budgets? And is a reckoning coming for managed service providers (MSPs)? In a recent episode of our That’s great IT podcast, we invited an expert panel to discuss all of this and more. The panel consisted of three returning guests: They shared the top IT trends they’ve seen in their industries and how they expect those trends to play out in 2023.
In the world of enterprise major incident management, integrating partial or full automation across each stage of the incident response and management lifecycle makes a big difference to the speed incidents are addressed and the data you have to understand them afterward. Gartner coined the term “Incident Response Automation” in its 2020 report Automate Incident Response to Enhance Incident Management.
Working with technology means dealing with incidents or outages from time-to-time, so staying on top of problems is essential. Back in the spring of 2022, Clearco, the world’s largest e-commerce investor, had an alerting system set up to catch issues, except they had one problem: Clearco’s Customer Success team would learn of a problem before a notification even went off.
