The response process is the most substantial part of incident management. It’s when the assembled engineers work together to diagnose the problem, brainstorm solutions, implement them, and iterate their ideas until the incident is resolved. There can be many problems that occur here:
All of these problems are compounded by the stress and time constraints of the incident. Solving the incident will never be trivial, but the goal is to make it as easy as possible by removing toil and making things smooth. That way, the engineers can focus on applying their expertise in the most efficient way.
Blameless does exactly that. It uses a role-based checklist system to make sure all the tasks of the response are handled without redundancy. It makes building helpful resources and infrastructure easy to get people up to speed fast. Previously distracting tasks, like updating stakeholders, are handled automatically so engineers stay focused. This stage of the process can be stressful and demoralizing, so making an investment in a tool like Blameless is key to keep your engineers happy and productive.