How does an incident management workflow look? We give a step-by-step guide to the ITIL process and best practices for an effective resolution.

Wondering about SLAs and SLOs, and SLIs? We explain service level agreements, and service level objectives, service level indicators, their differences, and the importance of each.

Effective communication is critical during incidents. In order to minimize the impact of an incident and resolve it quickly, it's important that all stakeholders are kept informed and updated throughout the incident response process. However, communicating during an incident can be challenging, especially when dealing with multiple stakeholders and a high level of stress. On-call engineers can have their focus disrupted by switching out of their diagnostic tools to issue communications.

When an incident occurs, it's important to take the time to review what happened, understand all the contributing factors, and identify systemic changes to prevent similar incidents from happening in the future. This process is known as an incident retrospective. However, conducting incident retrospectives can be time-consuming and difficult, especially when dealing with multiple stakeholders and a large amount of data.