The future of IT incident management, response, prevention
In the past, the team tasked with responding to technology incidents was almost always IT. Often a team sitting in a network operations center, or NOC, monitored systems and responded to outages. A vendor might have built the software, but deploying and operating was the responsibility of the customer's IT Ops team. Today, with the proliferation of cloud services, the vendor builds the software and does the deploying and operating.
Yet incident management still remains a core ITSM practice. And IT has a long history of developing guidelines, managing budgets, and carrying the full burden of diagnosing, fixing, documenting, and preventing major incidents.
Of course, as with anything in tech, the past is not necessarily a predictor of the future—and currently the practice of incident management is shifting. DevOps, SecOps, and architecture teams are getting more involved. New technologies and interconnected products have changed how we manage incidents. And mindsets, practices, and team structures are changing in order to keep up.
So, how is incident management shifting and what does that mean for the future of our roles, products, processes, and teams?