The impact of COVID-19, AI, and the state of incident management today

Join us for a conversation with Atlassian customer Nextiva on the state of incident management today. You’ll hear Nextiva’s approach to incident management, the challenges facing the industry, and how you can improve your team’s practices.

Atlassian’s latest State of Incident Management report revealed that teams are still affected by changes related to COVID-19, such as remote work, or returning to the office. It also showed that teams are excited for the future, with more access to technology like AI, which has the potential to greatly improve team processes. Andrew Ketchum, Incident Manager at Nextiva, and Kate Clavet, Sr. Technical Product Marketing Manager at Atlassian, will discuss:

  • Nextiva’s approach to incident management
  • How to overcome common pain points and improve your incident management practices
  • How AI could change the way teams do incident management

Can’t make it live? Register to receive an on-demand recording you can watch anytime.


andrew ketchum headshot

Andrew Ketchum

Manager of Incident and Problem Management, Nextiva

Andrew joined Nextiva in 2019 as an Incident Manager. He now leads Problem and Incident Management. Andrew’s focus is on quickly and safely resolving incidents while minimizing customer impact and ensuring the prevention of those incidents happening again. Before Nextiva, Andrew worked for Endurance International Group, where he eventually served as a Lead Incident Manager and was awarded the Shackleton Award for his reliability, leadership, and care for customers. Andrew holds active certifications in ITIL 3 and 4 and is currently pursuing his ITIL MP. Andrew’s passion, discipline, leadership, and drive for excellence are also demonstrated on the competitive athletic world stage. A 4-time member of Team USA Dodgeball, Andrew has earned two gold medals, a silver, and a bronze, and was recognized as the World's Most Valuable Player. In addition to spending time with family, Andrew enjoys traveling, competing, and chasing around his three cats. He lives in Chandler, Arizona, with his wife, Courtney.

Kate Clavet headshot

Kate Clavet

Sr. Technical Product Marketing Manager, Atlassian

As an experienced technical product marketer Kate is passionate about helping people find calm at work during stressful moments. She joined Atlassian in 2018 during the Opsgenie acquisition and has experience in both the hardware and software industries. When not working, she finds joy in being outdoors, reading, and lifting heavy things.