For many employees or customers, IT operations is magic. Applications simply work, with little insight to the operations that actually allow systems to function. However, applications don’t just magically work, especially in the complex, hybrid, IT environments of today.

This paper describes the challenges of incident management and provides advice to help you develop an operations competency to drive business value. Incidents will always happen, but how you handle them is the difference between a mediocre response and a great one.

This white paper consists of 24 pages.

Last updated: 2023-01-24

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