This is a post from almost 2 decades ago on the ‘savage journey’ blog. While we’ve come a long way, the truth is we will always be on a series of endless, uphill rolls. It’s OK — there will always be times when the hill is steeper than usual. The continuous improvement beast is relentless, so must we be. Don’t be afraid to re-think things. Apply old lessons to new problems and in new ways. Keep the faith.
OK, it’s a Friday and I’m tired. We’ve had two bomb scares, the Dow dropped like a stone and I’m just friggin’ cranky. So I’ve decided to kill the Incident Management process.
It’s one process I’ve always hated anyway…. users are pissed, zombie-like IT staff take endless calls — many of them for the same Incident — and we never seem to really know what’s going on anyway. Log it, assign it, and re-assign it sometime later… let’s just put this bastard out of it’s misery.
We’re goin’ to a virtual cloud environment anyway, and since we’ll be provisioning new services faster than shit outta’ a loose goose we’d better get collaboration’ in real time. Generating tickets after users calls is a sure road to hell in the new word that’s already upon us…
There are still people out there who insist that unless we can ‘create Incidents’ then “you will not be a (XYC) company standard”. Why? I like traceability as much as the next guy, but at what cost? Your arm’s bleeding like crazy! Don’t you want a tourniquet?
Get me some DevOps dudes and get them quick!
I’ll provide them with service monitoring intelligence that will enable them to establish truly collaborative management. We won’t open tickets, we’ll just assign events to the right person; and in many cases before the service is impacted (so screw the damned Incident!).
We’ll report on real time threats, service impacts, capacity trends and bring processes like Capacity, Availability and Event Management front and center (where they belong in the new world order).
I don’t need a room full of people creating, reporting and shuffling tickets (Incident tickets anyway). I need people who can understand utilization trends, early warnings and take immediate action.
If users want to open tickets, we’ll open a laundry.
Let’s kill Incident Management.