Best Practice Report

The Forrester Guide To Incident And Crisis Management

The New Incident Management Embraces Resilience Engineering And Collaborative Platforms

May 20th, 2022
With contributors:
Lauren Nelson , Chris Langlois , Peggy Dostie


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.