The Debrief by incident.io
Building an incident management process
Nov 8, 2022
Chris, an expert in incident management, and Pete, who specializes in establishing solid frameworks, delve into the essentials of creating an effective incident management process. They define what constitutes an incident and discuss the importance of clear severity levels and statuses. The duo emphasizes the need for defined roles and responsibilities in managing incidents, while also advocating for structured data to enhance learning. With a touch of humor, they share lighthearted stories from their careers, proving that managing incidents doesn’t always have to be serious!
44:16
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Quick takeaways
- An incident is broadly defined as any disruption to planned work, from minor bugs to significant issues, requiring organizations to normalize their declaration for effective learning.
- Establishing clear severity levels and defined roles during incidents improves team coordination and response, facilitating better communication and reducing individual workloads.
Deep dives
Understanding Incidents
An incident is typically defined as any event that disrupts planned work, and its urgency can vary across organizations. Many people view incidents as rare, significant disturbances, but a broader perspective considers various issues, including bugs that affect customers immediately. For some companies, even minor bugs qualify as incidents, offering a practical approach to managing and learning from them. Companies should normalize the declaration of incidents at all severity levels to foster learning and adaptability within their teams.
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