Operations | Monitoring | ITSM | DevOps | Cloud

Traditional MTTx metrics have long been the go-to measure for incident management effectiveness, but they often fail to provide a full picture or drive meaningful improvements. We analyzed data from over 100,000 incidents to develop new industry benchmark metrics that better define what "good" incident management looks like.

When an incident occurs, teams often perform a known set of steps in a specific order to help identify and triage the incident. For Base and Advanced plan users, the Incidents menu includes a Task Lists section where teams can build out priority lists for different incident types or use cases. For example, a list of failover tasks, or the tasks required to perform a deployment rollback. With task lists, Incident Commanders can be sure that resolvers know exactly what needs to be done to quickly resolve incidents.

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Dan Slimmon is an incident management veteran who's worked at Etsy, HashiCorp, and now leads consulting and training on pragmatic, non-bureaucratic incident response. In this episode, Dan shares his philosophy on "scientific incident response," the importance of hypothesis-driven troubleshooting, and why incidents should be seen as normal in complex systems.