Key Points on Incident Management Tools

  

There are plenty of effective tools Atlassian offers across the board. Some may assist teams in a specific area of the organization, and others may improve productivity and effectiveness in several areas. When it comes to Incident Management tools, each of those scenarios is the case.

 

Regardless of how these tools help teams unleash their full potentials, it is important to focus on the common denominators they all have. E7 believes the best incident management tools should be “open, reliable and adaptable.”

    • Open: It is highly significant that those in need of specific tools during an incident have access to reach them. This can include team members responding to an incident and company stakeholders in need of visibility to support response efforts.
    • Reliable: Imagine if the most valuable tools your organization needed during an incident shut down with the system that was impacted. Having reliable tools, such as Slack, make for a low-risk situation as your organization navigates through the incident.
    • Adaptable: Configurations are significant in making tools flexible and supporting the evolving needs of an organization. Workflows, add-ons, customization and integrations are a few ways tools can become adaptable.

As we touched on earlier, each tool, whether or not it specializes as an incident management tool, has a specific purpose through the occurrence of an incident. Atlassian created segments of how those tools come into play based on the progress of the incident (shown above). To break it down even further, we listed benefits and features each of these tools below.

 

Before the Incident Benefits Features
Monitoring

DevOps and IT Ops teams can collect and trigger alerts off data in real-time

Visibility and constant insight in your services’ health is transparent

24/7 coverage and analytics, where all servers and infrastructures can be viewed with one tool

Alerting tools are integrated within

Service Desk

Employees and customer can report occurring or potential incidents

Team can be informed quickly by users about incidents

Self-serve accessibility for customers to easily file service tickets and ask questions through automated knowledge based suggestions

 

Alerting and On-Call

On-call responders are notified through a channel of scheduling, escalation paths and notifications

Set up of several notification methods (email, phone, SMS, mobile app, etc.)

Global accessibility

 

During the Incident Benefits Features
Team Communication

A solidified platform connects the right people with the right information

Helpful record can be created to reference and learn from after incident ends

Multiple channels for incident response team to dedicate to an incident

Integrations of incident management tools into communication channels

 

Customer Communication

Customers are aware and informed the team is working on solutions

Builds trust and increases speed of response efforts

Availability to communication tools while infrastructure is down

Customers can subscribe to incident notifications to stay updated

Incident Command Center

All involved in incident can be caught up at once

Historical record created along with response efforts

 

Team members and stakeholders can stay up-to-date on incident

Timeline is formed to show key moments of the incident

 

After the Incident Benefits Features
Postmortem and Analysis

Records action during and after incident to help avoid recurrence

Prevents questioning of cause of incident and reduces chances of the incident reoccurring

Templates for correctly filling out postmortems

Planned-out map for next actions to take after postmortem is complete

Issue Tracking

Team can map out work that needs to be completed after incident occurs to prevent it from repeating

Helps prioritize work and ensure it is completed

Pipeline for shared workflow so teams can coordinate remediation work around their own responsibilities

Data and content can be pulled to and from tools through integrations

 

Though many of these tools can apply to other circumstances throughout an organization, these Incident Management tools provide the ability for teams to work through incidents as effectively and quickly as needed. Access to programs and systems while an incident is taking its course in addition to strong communication are aspects we find to be crucial in setting customers at ease and resolving the incident smoothly.

Leverage Your Atlassian Tools

 

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