Incident management can mean many things, depending on your work. For example, it can describe an organisation’s activities to identify, analyse, and correct hazards. In many ways, this definition’s identification, analysis, and correction element is valid for most incident management use cases, whatever the description of “incident”.

Wondering what’s the secret to using incident management software? It’s a culmination of the right mindset, tools, and practices. According to Statista, these are the biggest challenges respondents face when supporting incident response processes: If you want to make the best of incident management tools, you need to start by selecting the right tool. This blog will compare the 10 best incident management software in terms of top features, pricing, G2 reviews, and more.

Unable to send, receive, or search email through Exchange Online? Microsoft Outlook suffered an outage for several hours last night, disrupting North America and worldwide email services.

Think about the last time your IT systems had an outage: How did your team react to it? Were they organized with a clear idea of how best to resolve the issue? Or was it chaotic, with people firing questions from all directions and customer service channels ablaze with requests for help? Digital technology disruptions are typical (and even expected) at the workplace, but it doesn’t have to be chaotic, with teams rushing around to extinguish the metaphoric fire.

Major incidents are, by their very nature, stressful and intense. The ITIL 4 definition of a major incident is: High-stress situations can cause conflict that left unchecked could delay the fix effort. Since we already have a definitive guide on incident management, this blog post will focus specifically on the major incident management process.

Many IT professionals are familiar with the popular metrics and measures of IT operational success. Such metrics as Customer Satisfaction, Average Handle Time and First Contact Resolution are typically memorized by service desk managers and stored for quick reference during planning and other types of meetings. But how do we measure the effectiveness of the processes that support those teams?

Mattermost v5.35 is generally available today. Incident Collaboration: Ad hoc tasks, stakeholder overview, and more (Cloud and E20 Edition). We are excited to release multiple new features for the Incident Collaboration product: