Since Slack also has a rich app ecosystem, it’s common to find folks using Slash commands with individual tools. When we look at how Slack is used in the overall picture of incident response, it’s most commonly integrated through the use of dedicated incident channels created as part of a manual workflow or through some automation. Since the best run incidents are founded on rock-solid communication, it follows that Slack is so prevalent. It’s one of the few tools that exist universally across an entire organisation, irrespective of department or job function. Slack has fast become the most important component of organisations' incident response processes. In this post, we’ll go a little deeper on how each of these tools fit within the broader incident management picture, outline the pain points felt by those using this combination of products, and discuss how incident.io can bring them together in way that makes them far more powerful than the sum of their parts. Whilst this is by far the most common stack we see across organisations today, it’s not hitting the mark. Google docs for writing and collaborating on incident debriefs. Documenting processes and learnings so others in the organisation can benefitįor each of these activities, there’s a number of available tools to support, but the stack we’re seeing more often than any other uses:.Having a consistent way to track follow-up work.Communicating with customers in real-time.Getting escalations and notifications to the right people.Collaborating internally as part of your incident response.When it comes to functionality, there’s a small number of key activities that most businesses need to consider: In doing so, we’ve noticed an emergent trend in how modern companies are using software to support their incident management processes, and a common set of challenges faced by them too. We’re fortunate enough to speak to a huge number of companies about their incident management processes.
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