Incident management is one of the most critical processes a software development team has to get right. Service outages can be costly to the business and teams need an efficient way to respond to and resolve these issues quickly. For example, many organizations report downtime costing more than 300.000 euros per hour, according to Gartner. For some web-based services, that number can be dramatically higher. In this article, we will discuss how critical it is to have a reliable method to prioritize incidents, how to get to resolution faster, and offer better service for the end-users.
What is Incident Management?
First of all, what is incident management exactly? It is the process used by DevOps and software development teams to respond to an unplanned event or service interruption and restore the service to its operational state.