Modern Incident Report

The digital world is open 24/7. So it follows that digital consumers expect IT and customer service to keep the same hours. These exceedingly high expectations mean that no issue is too small or common to frustrate customers, from broken code to site-wide outages. Most companies don’t have a dedicated incident response team. Instead, whenever an incident occurs, they rush to assemble an ad hoc team composed of whoever is on call and has relevant knowledge, skills and capabilities—much like a volunteer fire department.