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.

Chapters

On Call

• Getting over on-call anxiety
• Improving your team's on-call experience

Incident Response

• Communicating to Users During Incidents
• Writing your first runbooks
• Guidelines for writing better runbooks

Learn

• Postmortem templates