1. Incident Management

Incident Management Best Practices

If you're here, chances are you're worried about how your team keeps the software it builds running. Everyone needs a plan for when things go wrong, and hopefully this guide will help you with yours.

Most of this guide I learned while employed by Atlassian, who followed these incident values:

  • We know there is a problem before our customers do.
  • Escalate, escalate, escalate (and communicate with customers).
  • Shit happens, clean it up quickly.
  • Always blameless.
  • Never have the same incident twice.


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Incident Response