We all need to move fast in order to stay competitive. But the faster things move, the faster things break.
While many companies have made great strides towards automating application release and infrastructure management, automation for service assurance has been sorely lacking. That’s left Dev and Ops with a problem: how to effectively service alerts that have grown by orders of magnitude.
In many ways, incident management for devops is similar to typical issue tracking processes: it facilitates coordination and collaboration of daily tasks. For this reason, tools such as Jira, Zendesk, and even email are often used as solutions for incident management. But incident management faces one unique challenge that makes it different from other issue tracking processes. In addition to human-operated workflows, incident management also relies heavily on machine-driven workflows. Unfortunately, traditional issue trackers and ticketing systems cannot accommodate for this with their current product mechanics.