From the course: DevOps Foundations: Incident Management
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Why do I need incident management?
From the course: DevOps Foundations: Incident Management
Why do I need incident management?
- [Instructor] So why do you need incident management anyway? Well, let's talk about what it is. An incident is an unplanned interruption or reduction in the quality of a service. It's an outage or a failure, an unusual operational event that organized tactical action is required to resolve. A bug isn't an incident, though a bug may contribute to an incident. In modern complex systems something is broken or not working as designed pretty much all the time and our systems have a lot of resilience built in to handle that. These failures become an incident when human response is needed. An incident management process is designed to let an organization restore service quickly to affected customers when a service is down or degraded. Incident management works differently from normal support cases and development processes designed to fix product defects because incidents are more time sensitive. A full incident management process consists of several stages. Incident response, the subject…
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