Incident Management
Image credit: [Unsplash]Incidents in a large organisation can quickly mushroom and have wide ranging impacts.
The typical ‘chat’ approach to communication is not scalable and you can quickly lose transparency as multiple stakeholders break out across multiple chats across multiple teams.
The incident management script package provide a mechanism to manage incidents at scale. Different groups can ‘break out’ related investigations and work items into new nodlins, but still relate back to the overall incident therefore maintaining transparency on the overall status.
The ‘incident’ script package allows for separate definition of the incident, investigations, and impact.
In the above script we also allow creation of a ‘cause-effect’ node type (shown at the bottom), to support a more systematic review in isolating the root cause of an incident.
The board perspective is useful in tracking the severity of impacts, and the status (open or closed):
In larger organisations you would expect the support teams to maintain a nodlin with incident nodes for all current incidents providing a centralised high level view. This high level view will present a near real-time view of all incidents across the business.
