Best Practice Report

The Forrester Guide To Incident And Crisis Management

The New Incident Management Embraces Resilience Engineering And Collaborative Platforms

May 20th, 2022
Julie Mohr, Principal Analyst
Julie Mohr Principal Analyst
With contributors:
Lauren Nelson , Chris Langlois , Peggy Dostie

Summary

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. Cloud hyperscalers and other digital-native firms are bringing in key lessons from safety-critical domains like fire and police services and moving beyond traditional ticketing to more collaborative approaches. This report helps operations professionals master their operational support for digital properties at all scales.

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