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For Infrastructure & Operations Professionals

The Forrester Guide To Incident And Crisis Management

The New Incident Management Embraces Resilience Engineering And Collaborative Platforms

February 24, 2021


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. 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 infrastructure and operations (I&O) professionals master their operational support for digital properties at all scales. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • Complex Systems Fail, And Current Incident Management Falls Short
  • True Resilience Needs Integrated Platforms And Practices
  • Recommendations

  • Update Your Incident And Crisis Response For DevOps
  • Supplemental Material
  • Related Research Documents

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