When one of your IT services is on fire there is no time to waste. Especially if that fire is blocking your users from getting stuff done. Rapid resolution tends to eclipse all else during an incident, often causing your team to ignore or forget pieces of the incident response process – like keeping people in the loop.
It’s one of those little problems that compounds into a big one if not handled correctly. Pretty soon, you’re stuck in an endless loop of shoulder-taps and email threads, trying to explain to the CEO why things went wrong. While there’s no shortage of tools to help your team detect, alert, swarm on, and resolve incidents, even the best tools can’t replace clear communication to internal and external stakeholders.