Incident response teams are evolving, thanks to DevOps, agile, and today’s demand for always-on services. But, what’s the best way to respond when you’re faced with a complex mix of systems, software, and teams? Is there a way to respond faster, collaborate better, and continuously improve your incident management process? Join Simon Kubica, Product Manager for Opsgenie, as he uncovers best practices that’ll streamline every stage of your response effort. See how Atlassian, Amazon and Google enable collaboration between support, operations and development, and learn how to leverage automation and conduct effective postmortems. Plus, Simon will show live demos on how you can implement these tips in Opsgenie, Statuspage, and Jira Service Desk.

1. SIMON KUBICA | PRODUCT MANAGER | ATLASSIAN
Resolve Incidents Faster
Transforming Your Incident Management Process

2. An unanticipated disruption
that inhibits the functioning
of a service
MAJOR INCIDENT

3. it’s not working!! ARGHH
I can’t get my work done
what’s going on?
Is this down for anyone else?
What’s the ETA?
CUSTOMERS DEMAND ALWAYS-ON SERVICES

4. More noise More peopleMore systems
COMPLEXITY IS GROWING

5. CUSTOMER SUPPORT MONITORINGCOLLABORATION
MODERN INCIDENT MANAGEMENT

6. Your team can thrive in an
always-on world.

7. Communicate early and often
4
3
2
1
RESPOND
DETECT
RESOLVE
LEARN
FOUR KEYS TO TRANSFORMING YOUR INCIDENT RESPONSE
Break down team silos
Set, share, run and review your game plan
Blameless and collaborative postmortems

8. Mean time to recovery (MTTR)
FOUR PHASES OF INCIDENT RESPONSE
DETECT RESPOND RESOLVE LEARN

9. 1
RESOLVEDETECT RESPOND LEARN
BREAK DOWN
TEAM SILOS

10. felt uninvolved in their
company’s DevOps
activities and ambitions
Reference - SysAid, The Future of ITSM (2019)
92%

11. JIRA SERVICE DESK & OPSGENIE
DEMO

12. INTEGRATING JIRA SERVICE DESK & OPSGENIE

13. INTEGRATING JIRA SERVICE DESK & OPSGENIE

14. INTEGRATING JIRA SERVICE DESK & OPSGENIE

15. INTEGRATING JIRA SERVICE DESK & OPSGENIE

16. INTEGRATING JIRA SERVICE DESK & OPSGENIE

17. INTEGRATING JIRA SERVICE DESK & OPSGENIE

18. INTEGRATING JIRA SERVICE DESK & OPSGENIE

19. INTEGRATING JIRA SERVICE DESK & OPSGENIE

20. INTEGRATING JIRA SERVICE DESK & OPSGENIE

21. COMMUNICATE
EARLY & OFTEN2
RESOLVEDETECT RESPOND LEARN

22. COMMUNICATE EARLY & OFTEN
• Have a templated first comms ready
• Don’t rely on your usual infrastructure
• Centralize and embed your status
• Consider your internal stakeholder updates
• See it as an opportunity to build trust
RESOLVEDETECT RESPOND LEARN

25. SET, SHARE, RUN &
REVIEW YOUR
GAME PLAN
3
RESOLVEDETECT RESPOND LEARN

26. • Assessment and severity criteria
• Escalation rules
• Roles and individual authority
• Communication cadence
SET IT UP:
RESOLVEDETECT RESPOND LEARN
SET, SHARE, RUN & REVIEW YOUR GAME PLAN

28. • Have responders read it
• Ask for feedback
• Put it in Confluence
• Make it easily accessible
SET, SHARE, RUN AND REVIEW YOUR GAME PLAN
SHARE IT:
RESOLVEDETECT RESPOND LEARN

29. • Test your new process with a simulation
• Get as close to the real thing as possible
• Set a cadence - quarterly works well
• Involve less experienced teammates
SET, SHARE, RUN AND REVIEW YOUR GAME PLAN
RUN IT:
RESOLVEDETECT RESPOND LEARN

30. • Set monthly / quarterly reminders and assign
an owner
• Have we learned anything that can make this
process better?
• Are we following this process in practice?
SET, SHARE, RUN AND REVIEW YOUR GAME PLAN
REVIEW IT:
RESOLVEDETECT RESPOND LEARN

31. BLAMELESS &
COLLABORATIVE
POSTMORTEMS
4
RESOLVEDETECT RESPOND LEARN

36. • Avoid blame and keep it constructive
• Collaborate and share knowledge
• Give postmortems a workflow
• Create preventative actions
• Ask for feedback
RESOLVEDETECT RESPOND LEARN
BLAMELESS & COLLABORATIVE POSTMORTEMS

38. Validation checklist before a
new service goes into
production
DAN LEDRICK, INCIDENT MANAGER

39. Dedicated incident
management team for
cross-service incidents
DAN LEDRICK, INCIDENT MANAGER

40. DAN LEDRICK, INCIDENT MANAGER
Postmortems for all major
incidents to prevent
recurrence

41. TEAMS

42. atlassian.com/team-playbook/health-monitor

43. Communicate early and often
4
3
2
1
RESPOND
DETECT
RESOLVE
LEARN
FOUR KEYS TO TRANSFORMING YOUR INCIDENT RESPONSE
Break down team silos
Set, share, run and review your game plan
Blameless and collaborative postmortems

44. Your team thrive in an
always-on world.
can

45. Your team thrive in an
always-on world.
will

46. SIMON KUBICA | PRODUCT MANAGER | ATLASSIAN
Thank you!

47. Q & A