Incident Management
Definition
Incident Management is the structured process used to detect, triage, communicate, mitigate, and resolve production incidents while minimizing business impact.
Why it Matters
Effective incident management improves:
- Service reliability and uptime.
- Customer trust during outages.
- Recovery speed and coordination quality.
How to Use It
- Define incident severity levels and response playbooks.
- Use clear ownership and escalation paths.
- Follow every major incident with a blameless postmortem.
Learn More
- Detection metric: Mean Time To Detect
- Recovery metric: Time To Restore Service
