Unleashing the Power of SLO’s
“Service Level Objectives (SLOs) are the stepping stones that pave the path to service excellence – a journey fueled by measurable goals and continuous improvement.” Unknown Introduction Imagine a frustrated customer named Sarah who recently purchased a new smartphone. Excited about her purchase, Sarah encountered a technical issue and reached out to the customer support..
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Postmortem Template
Instructions: Postmortem Owner: Incident Date: Current Status of Incident: Postmortem Review Date: Executive Summary Impact: Root Cause: Problem Summary Timeline Date (mm/dd/yyyy) Time (ET) (24 hour clock) Delta from “Incident Start” (hours, minutes) Incident Start – Time of Detection (TTD) Time of Notification (TTN) Time of Engagement (TTE) Time of Mitigation (TTM) Impact End-User/Customer Impact: ..
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Postmortems
The primary goals of writing a postmortem are to ensure that the incident is documented, that all contributing root cause(s) are well understood, and, especially, that effective preventive actions are put in place to reduce the likelihood and/or impact of recurrence.
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Incident Management Playbook
Houston, we have a problem ...
Defining a clear incident management process is key to resolving incidents faster and reducing costs.
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