Measuring the Success of Incident Management
summary
Atlassian reports a 66% reduction in repeat incidents and steady improvement in median time to recovery by standardizing incident roles, control systems and metrics. A microservice automatically pages the right incident manager and a bot runs a one‑click setup that creates the ticket, war room, collaborative incident document and group chat, eliminating 17 manual steps. A corrupt bind zone comment triggers a 40‑minute outage in the case study and motivates a new DNS service built on REST API with syntax checks and centralized metrics.
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chapters (21)
- 0:00Introduction
- 0:53Why have a process
- 3:09How the process works
- 5:26Environment
- 6:45Ticket System
- 7:19War Room
- 8:04Incident Document
- 8:55Group Chat
- 9:59Audience Participation
- 10:34The Incident
- 11:11Setting up Control Systems
- 12:58War Rooms
- 13:51Control Systems
- 15:00Automation
- 17:01Root Cause
- 18:59Pull Request
- 19:32Prevent Repeat Incidents
- 20:14Case Study
- 21:53Centralising Metrics
- 23:40Repeat Incidents
- 24:37Median Time to Recovery
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