Welcome!

Blog Feed Post

Announcing the Modern Incident Resolution Lifecycle

Today, we’re excited to announce a suite of new functionality to power even faster resolution and accelerate learning from major business-impacting incidents with the definitive Incident Resolution Lifecycle. With this release, we help you to differentiate major incidents from other day-to-day operational issues, and easily adopt best practices to streamline incident resolution and learning in your organization. These stages include:

  • Assess — Enable responders to quickly diagnose local vs. global impact by using groupings of alerts and transparently communicating priority to others.
  • Respond — Coordinate across teams, collaborate your way using tools of your choice, and engage stakeholders to orchestrate business-wide response and drive even faster resolution.
  • Learn — Build postmortem timelines in minutes rather than hours and initiate the conversation on how to learn from past incidents and improve as an organization.

modern incident resolution lifecyclehttps://www.pagerduty.com/wp-content/uploads/2017/05/process-diagram-it-... 300w, https://www.pagerduty.com/wp-content/uploads/2017/05/process-diagram-it-... 768w, https://www.pagerduty.com/wp-content/uploads/2017/05/process-diagram-it-... 1024w, https://www.pagerduty.com/wp-content/uploads/2017/05/process-diagram-it-... 250w, https://www.pagerduty.com/wp-content/uploads/2017/05/process-diagram-it-... 180w" sizes="(max-width: 2200px) 100vw, 2200px" />

The Need for Better Incident Resolution

Complexity is on the rise. To meet the rising demands of customers, organizations are being forced to scale their operations in ways that introduce additional complexity and chaos. More people are involved in operations and in incident response, across an ever-increasing mix of systems, applications, tools, and layers of abstraction, resulting in more and more risk to the business.

As digital operations scale up within an organization — especially when developers are given operational responsibilities to own the services they build in production —  one of the core challenges becomes ensuring the best possible customer experience during an outage. Organizations looking to improve their incident response must first establish consistent practices, roles, and terminology.

Own the Incident Response Process

Many organizations assign the role of establishing and refining the incident resolution process to one person or team. At PagerDuty, we benefit from working directly with our customers — some of the most mature digital operations teams in the world. Whether you choose to call it “insights engineering” or SRE (site reliability engineering), or simply, “major incident management,” the first crucial step is answering this question: what is an incident to your product or service?

1. What is an incident?

Distinguishing from day-to-day operational maintenance issues and customer-impacting incidents can be difficult, which is exactly why this assessment is best performed by the individual teams in their area of the product. Giving those teams a framework for triage decisions (P1 through P5, or Sev-1 through Sev-3, or whatever levels you decide to use) is fundamental to establishing common ground during a firefight. This new capability in PagerDuty now helps everyone distinguish major incidents from other minor operational or untriaged issues.

2. How do you respond to an incident?

The next step is establishing how your organization responds to incidents. If you can define clear roles for individuals involved in the response, this goes a long way in ensuring an effective process. Once again, PagerDuty’s open-sourced incident response best practices is a great resource for what we’ve seen commonly in operationally mature organizations and what we practice ourselves. We do actually practice the process in all circumstances, including during our Failure Fridays.

3. Own the Tools

The third and final step is also likely the biggest challenge: driving consistency of your process at scale. This is why we frequently see incident management process owners build or manage the tools they want the organization to use. In this area, PagerDuty aims to make organizational adoption of your process much easier in two ways: through automation and simplification.

Integrate Your Toolchain

If you are using an ITSM or ticketing solution such as ServiceNow or JIRA software (see all of our integrations), we are greatly expanding our integrations with both products to eliminate duplicate effort by responders or incident managers and ensuring the output of the assessment phase can feed seamlessly into your tool of choice. We are also introducing additional extensibility that allows you to create custom actions directly accessible via the incident in PagerDuty — simplifying troubleshooting by automating common tasks or remediations.

In order to streamline your process, we’re also introducing our new incident postmortem builder to help teams greatly simplify the act of reviewing and learning from a major incident. Post-mortems, also known as incident reports, post-incident reports, or root cause analysis, are critical for facilitating the right culture around continuous learning and improvement of both services and the incident response process. In addition, we’ve also expanded our permissions model to ensure that teams can manage their own artifacts while adhering to your top-level process.

As the leader in digital operations management, PagerDuty helps you scale both your on-call process and your incident resolution process, no matter where you are in your operational maturity. Do you own the incident resolution process or tools for your organization? Tell us what has worked for you and where we can continue to improve in order to better support you!

Check out all of our new capabilities by signing up for a free 14-day trial of PagerDuty.

SIGN UP NOW


Note: the Incident Priority functionality and our new JIRA Extension are both in limited availability for Standard & Enterprise customers at this time. Please reach out to [email protected] to enable it on your account.

The post Announcing the Modern Incident Resolution Lifecycle appeared first on PagerDuty.

Read the original blog entry...

More Stories By PagerDuty Blog

PagerDuty’s operations performance platform helps companies increase reliability. By connecting people, systems and data in a single view, PagerDuty delivers visibility and actionable intelligence across global operations for effective incident resolution management. PagerDuty has over 100 platform partners, and is trusted by Fortune 500 companies and startups alike, including Microsoft, National Instruments, Electronic Arts, Adobe, Rackspace, Etsy, Square and Github.

Latest Stories
Containers are rapidly finding their way into enterprise data centers, but change is difficult. How do enterprises transform their architecture with technologies like containers without losing the reliable components of their current solutions? In his session at @DevOpsSummit at 21st Cloud Expo, Tony Campbell, Director, Educational Services at CoreOS, will explore the challenges organizations are facing today as they move to containers and go over how Kubernetes applications can deploy with lega...
In his session at 21st Cloud Expo, Raju Shreewastava, founder of Big Data Trunk, will provide a fun and simple way to introduce Machine Leaning to anyone and everyone. Together we will solve a machine learning problem and find an easy way to be able to do machine learning without even coding. Raju Shreewastava is the founder of Big Data Trunk (www.BigDataTrunk.com), a Big Data Training and consulting firm with offices in the United States. He previously led the data warehouse/business intellige...
Today most companies are adopting or evaluating container technology - Docker in particular - to speed up application deployment, drive down cost, ease management and make application delivery more flexible overall. As with most new architectures, this dream takes significant work to become a reality. Even when you do get your application componentized enough and packaged properly, there are still challenges for DevOps teams to making the shift to continuous delivery and achieving that reducti...
We all know that end users experience the Internet primarily with mobile devices. From an app development perspective, we know that successfully responding to the needs of mobile customers depends on rapid DevOps – failing fast, in short, until the right solution evolves in your customers' relationship to your business. Whether you’re decomposing an SOA monolith, or developing a new application cloud natively, it’s not a question of using microservices – not doing so will be a path to eventual b...
In a recent survey, Sumo Logic surveyed 1,500 customers who employ cloud services such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). According to the survey, a quarter of the respondents have already deployed Docker containers and nearly as many (23 percent) are employing the AWS Lambda serverless computing framework. It’s clear: serverless is here to stay. The adoption does come with some needed changes, within both application development and operations. Tha...
As hybrid cloud becomes the de-facto standard mode of operation for most enterprises, new challenges arise on how to efficiently and economically share data across environments. In his session at 21st Cloud Expo, Dr. Allon Cohen, VP of Product at Elastifile, will explore new techniques and best practices that help enterprise IT benefit from the advantages of hybrid cloud environments by enabling data availability for both legacy enterprise and cloud-native mission critical applications. By rev...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, will lead you through the exciting evolution of the cloud. He'll look at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering ...
SYS-CON Events announced today that Ryobi Systems will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Ryobi Systems Co., Ltd., as an information service company, specialized in business support for local governments and medical industry. We are challenging to achive the precision farming with AI. For more information, visit http:...
Amazon is pursuing new markets and disrupting industries at an incredible pace. Almost every industry seems to be in its crosshairs. Companies and industries that once thought they were safe are now worried about being “Amazoned.”. The new watch word should be “Be afraid. Be very afraid.” In his session 21st Cloud Expo, Chris Kocher, a co-founder of Grey Heron, will address questions such as: What new areas is Amazon disrupting? How are they doing this? Where are they likely to go? What are th...
As you move to the cloud, your network should be efficient, secure, and easy to manage. An enterprise adopting a hybrid or public cloud needs systems and tools that provide: Agility: ability to deliver applications and services faster, even in complex hybrid environments Easier manageability: enable reliable connectivity with complete oversight as the data center network evolves Greater efficiency: eliminate wasted effort while reducing errors and optimize asset utilization Security: imple...
High-velocity engineering teams are applying not only continuous delivery processes, but also lessons in experimentation from established leaders like Amazon, Netflix, and Facebook. These companies have made experimentation a foundation for their release processes, allowing them to try out major feature releases and redesigns within smaller groups before making them broadly available. In his session at 21st Cloud Expo, Brian Lucas, Senior Staff Engineer at Optimizely, will discuss how by using...
The next XaaS is CICDaaS. Why? Because CICD saves developers a huge amount of time. CD is an especially great option for projects that require multiple and frequent contributions to be integrated. But… securing CICD best practices is an emerging, essential, yet little understood practice for DevOps teams and their Cloud Service Providers. The only way to get CICD to work in a highly secure environment takes collaboration, patience and persistence. Building CICD in the cloud requires rigorous ar...
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lead...
Companies are harnessing data in ways we once associated with science fiction. Analysts have access to a plethora of visualization and reporting tools, but considering the vast amount of data businesses collect and limitations of CPUs, end users are forced to design their structures and systems with limitations. Until now. As the cloud toolkit to analyze data has evolved, GPUs have stepped in to massively parallel SQL, visualization and machine learning.
DevOps at Cloud Expo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 21st Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to w...