Applying Agile Principles to Incident Management

What if you treated every incident like a compressed agile sprint? Learn how this approach helps you resolve outages faster and minimize customer impact.

#1about 6 minutes

Defining digital service incidents and key stakeholders

An incident is any interruption to a digital service, from a full outage to an SLO breach, involving service teams, IT, support, and management.

#2about 4 minutes

Applying agile and SRE principles to incident response

Improve incident management by adopting agile principles like iterative mitigation, DevOps culture-bridging, Scrum retrospectives, and SRE-driven automation.

#3about 3 minutes

Using Failure Friday to practice incident management

Regularly practicing incident response through simulated outages, known as Failure Friday, builds team confidence and refines resolution processes.

#4about 2 minutes

Demo setup of a company's modern and legacy toolchains

The demo scenario involves a company with an agile team using tools like Slack and Jira, and a major incident team using ServiceNow.

#5about 5 minutes

Demo of receiving an alert and initiating an incident

An automated workflow enriches an incoming alert with diagnostic data and, upon escalation, creates linked artifacts in Slack, Jira, and ServiceNow.

#6about 6 minutes

Using an incident console to manage response and resolvers

The incident console provides a central hub for tracking status, managing on-call resolvers, and accessing collaboration channels to streamline remediation.

#7about 2 minutes

Conducting a post-incident review to drive improvement

After resolution, a post-incident review helps analyze the timeline, document learnings, and create trackable action items to prevent future occurrences.

#8about 9 minutes

Building custom automation with a low-code flow designer

The low-code flow designer allows teams to build custom automation workflows by connecting triggers and steps to integrate with any tool, including on-premise systems.