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Incident Response for Resilient Socio-Technical Systems

A step-by-step checklist to finding the tool that is right for your team.

Incident Response for Resilient Socio-Technical Systems

A step-by-step checklist to finding the tool that is right for your team.

Download the eBook

Summary

Our technical systems are built by, maintained by, and crafted for humans. Learn the incident resolution blueprint for a balanced system.

1. Incident response challenges for modern teams

2. Why incident response is harder than ever

Honing in on the technical difficulties of incident response

Balancing communication, cognitive capacity, and customer needs

3. How SRE can help you improve your incident resolution process

Aligning on what your system needs with SRE

Keeping an eye on what matters most: the people

4. Your incident resolution blueprint

Purpose

Severities

Roles and responsibilities

Communication guidelines

Incident phases

5. How Iterable sees a 43% reduction in critical incidents

The Challenge: Shallow Incident Learning and Platform Instability

The Solution: Centralized Coordination and Actionable Insights

What’s Next

6. The Blameless solution for incident resolution

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“We started using Blameless about a year ago, and transformative is the only way to describe it. There’s not one person on our team that is pulled into an incident and doesn’t know what to do and where to go and how to solve it.”

David Levinger, VP Cloud Optimization, Machinify

"I have less anxiety being on-call now. It’s great knowing comms, tasks, etc. are pre-configured in Blameless. Just the fact that I know there’s an automated process, roles are clear, I just need to follow the instructions and I’m covered. That’s very helpful."

Jean Clermont, Sr. Program Manager, Flatiron

"It’s amazing what Blameless's customer support brings to the table. Our CSM always gives 110%. He goes above and beyond for us in every way possible. We are very comfortable knowing that he is on top of our questions and concerns every day."

Ethan Cohen, Sr. Manager, SRE, Agero

"I love the Blameless product name. When you have an incident, "Blameless" serves as a great reminder to not blame anything or anyone (not even yourself) and just focus on the incident resolving itself."