The Incident Maturity Model | Blog

Introduction

Hey there, let’s dive into the fascinating world of incident management and how it has evolved over time. We’ll be exploring real data and insights from some of the top tech organizations in the industry.

Not only that, but I’ll also be introducing you to a revolutionary framework developed by incident.io: the Incident Maturity Model. This model, shaped by countless conversations with companies, offers a roadmap to enhance your incident management practices, regardless of your starting point.

If you prefer watching, check out my talk at SEV0 here.

Why it’s useful

1. No BS. I’m here to challenge norms, present a vision of a better world, and spark meaningful conversations. Feel free to disagree with me!
2. Data-driven. Our insights are derived from extensive interactions with teams and product usage analysis. This isn’t just theory; it’s based on the realities of today’s organizations.
3. Actionable. By the end of our discussion, you’ll have practical ideas to implement right away. Whether it’s a mindset shift, exploring new tools, or refining your incident response strategy, you’ll walk away with tangible takeaways.

The status quo

Incidents are bound to happen—it’s just a fact of life in the tech world. What truly sets organizations apart is not the occurrence of incidents but how they respond to them.

The challenge lies in dealing with fragmented tools:

1. Manual processes hinder progress. Responders struggle with multiple tools, manual data transfers, and outdated information, slowing down incident resolution. Many companies rely on a multitude of tools, complicating the incident management process.
2. Data is scattered. Without a unified view, understanding the complete incident becomes challenging. Building postmortems feels like piecing together a puzzle without all the necessary pieces.
3. Lack of intelligence and insights. Fragmented data makes it difficult to derive meaningful insights. Without clear visibility, leadership struggles to identify areas for improvement, leading to missed opportunities for growth.

The doom loop

Many companies fall into the cycle of the doom loop when it comes to incident management. Here’s how it unfolds:

• Declaring and managing incidents is challenging, prompting teams to avoid reporting incidents unless absolutely necessary.
• Decreased incident declarations result in teams losing practice and expertise in handling incidents effectively.
• When incidents occur, the response is inefficient, disorganized, and slow, impacting customers and overburdening a few key individuals. This reliance on a select few leads to chaos when they are unavailable.
• Poor incident response prevents the identification of systemic issues, hindering progress and improvement. It’s akin to solving a puzzle with missing pieces.

This cycle repeats, trapping companies in a state of stagnation, hindering progress and resilience. It’s a vicious cycle that many organizations struggle to break free from.

The Incident Maturity Model

Today, we unveil the Incident Maturity Model, a framework meticulously crafted to guide companies through their journey of incident management maturity.

This model outlines three key stages: Centralized, Distributed, and Democratized. Each stage reflects a distinct level of maturity in incident management, team collaboration, and utilization of tools and data.

Stage 1: Centralized incident management: “You build it, they run it”

The initial stage, Centralized Incident Management, serves as the starting point for most organizations.

Characteristics

• Centralized approach: A dedicated team oversees incident management processes, acting as a hub of expertise for the organization.
• Basic tooling: Manual processes are tolerated, as the focus is on learning through repetition.
• Operational limitations: Beyond the central team, operational responsibilities are often deferred.

The good

• Expert team: Small teams allow for focused training and knowledge sharing.
• Consistency: Maintaining uniform practices and knowledge sharing is more manageable.

The bad

• Misaligned priorities: Tensions arise between service speed and stability, hindering progress.
• Lack of ownership: Teams miss out on operational skill development and end-to-end ownership.
• Scalability challenges: Growth strains the central team, leading to burnout and turnover.
• Fear of failure: Declaring incidents feels like admitting defeat, stifling proactive reporting.

Stage 2: Distributed incident management: “You build it, you run it”

The evolution to Distributed Incident Management marks a significant leap from the centralized model.

Characteristics

1. Team ownership: Responsibility shifts to individual teams, who manage incidents related to their services.
2. Enhanced tooling and processes: Improved tools and streamlined processes replace manual methods.
3. Technical focus: Technical teams handle incidents with minimal organizational visibility.

The good

1. Skilled responders: Teams respond swiftly and confidently to incidents.
2. Efficient tooling: Automation reduces manual tasks and enhances data capture.
3. Contextual understanding: Teams’ familiarity with their services expedites issue resolution.
4. Resilient mindset: Adversities prompt teams to fortify their systems.

The challenges

1. Training hurdles: Educating a large pool of responders poses a challenge.
2. Maintaining consistency: Ensuring uniform incident practices across numerous teams is complex.

How to move from Stage 1 to Stage 2

Simplicity is key to change:

Make incident management straightforward for non-experts. Providing clear guidelines and automated processes is crucial.

The objective is clear: enable new engineers to manage incidents effectively by following a structured path. Invest in tools that automate and streamline incident processes, ensuring simplicity and accuracy.

Transitioning to distributed incident management can be achieved through in-house development or utilizing platforms like incident.io. While the traditional approach was building tools internally, the abundance of available solutions makes purchasing a more viable option.

Stage 3: Democratized incident management: “You see it, you report it, you help fix it”

The pinnacle of incident management is Democratized Incident Management, where organizations embrace a collaborative and inclusive approach to incident response.

Characteristics

1. Inclusive incident management: Incident resolution involves all departments, not just technical teams.
2. Interdepartmental collaboration: Teams collaborate across functions to address incidents holistically.
3. Advanced tooling with centralized data: Sophisticated tools offer a shared incident repository accessible to all.

The good

1. Swift detection and resolution: Broad involvement accelerates incident response.
2. Diverse perspectives: Business units contribute insights, leading to comprehensive solutions.
3. Culture of resilience: Incidents are viewed as learning opportunities, fostering continuous improvement.

The challenges

1. Cultural shift: Instilling a collaborative mindset takes time and effort.
2. Establishing common ground: Bridging communication and understanding gaps across departments is a gradual process.

How to move from Stage 2 to Stage 3

Embrace inclusivity.

Engage leaders from various departments in incident management initiatives. Customer-facing teams can provide valuable insights, so ensure their active participation.

Use tools to automate cross-functional involvement. Implement notifications via email, Slack, or calls to keep all stakeholders informed based on incident severity.

Most teams are eager to contribute to incident management if given the opportunity. Facilitating their participation through enhanced tooling can yield significant benefits.

Why the Incident Maturity Model matters

The significance of the Incident Maturity Model lies in its ability to guide and propel organizational growth.

Whether you’re at the initial centralized stage or progressing towards a distributed model, this framework serves as a compass, outlining your current position, desired destination, and the path to get there.

Many organizations find themselves stuck in the centralized phase, aware of its limitations. The real transformation happens as you advance to a distributed model and eventually to democratization, where incident management becomes a collective effort fueled by collaboration, data, and continuous enhancement.

At each stage, your tools, processes, and culture mature, making your organization more resilient and adaptable to challenges.

The goal isn’t merely quick incident responses but rather learning from each incident to evolve and excel over time.

Where are you?

Here’s a challenge for you: Where does your organization stand in this journey?

• Are you trapped in the doom loop, grappling with fragmented tools and centralized incident management?
• Or are you progressing towards democratization, empowering teams across the board and leveraging data for proactive incident handling?

Wherever you find yourself today, there’s always room for improvement. Transitioning from reactive to proactive incident management is a process that begins with understanding your current state and envisioning your future. Let the Incident Maturity Model be your beacon, guiding you towards a resilient and efficient incident response framework.