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For Infrastructure & Operations Professionals

The Changing Landscape Of IT Incident And Crisis Management

Safety-Critical Practices And Collaborative Platforms Are The New Normal

February 16, 2018

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Why Read This Report

Digital services are ever more critical to human well-being. Customers, as well as other stakeholders, are increasing the pressure on providers to respond quickly and effectively to operational disruptions. Digital transformation means that computer failures can threaten life and safety, as the WannaCry ransomware's impact on the UK's National Health Service (NHS) demonstrated. Infrastructure and operations (I&O) professionals have much to learn from large web-scale properties' adoption of practices from safety-critical domains like fire and police services and their use of chat platforms to supplement traditional ticketed workflows.

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Table of Contents

  • Complex Systems Fail
  • Continuous Resolution Needs Integrated Platforms And Practices
  • Recommendations

  • Update Your Incident And Crisis Response For DevOps
  • What It Means

  • The Rise Of Chaos Engineering
  • Supplemental Material
  • Related Research Documents

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