Connecting Incidents to Systems and People
An incident isolated from systems and ownership is hard to learn from later.
Incidents sit in ticketing tools. Systems live in architecture diagrams. People live in the org chart. When those stay disconnected, every new incident starts colder than it should.
What to connect
- Services and components involved in the failure
- Owners and experts who helped diagnose or mitigate
- Prior incidents with the same failure mode
- Decisions or constraints that explain why the system was fragile
Treat the incident as a knowledge event in the life of the system, not a temporary ticket in an ops tool.
Link incidents into organisational context
Prodigent keeps incidents connected to systems and people so response and learning compound.
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