Incident Management in the Age of Customer-Centricity

Providing a superior digital customer experience is a critical component of business success for technology and digital service providers. But an enjoyable, effective, and reliable customer experience demands new IT architectures and places new expectations on the way SREs, development teams, ITOps, executives, and other previously siloed groups work together.

And at what costs?

To understand, we asked over 300 DevOps, ITOps and business leaders for perspectives on:

• How the focus on customer experience has changed current roles
• Who is responsible for managing incidents in this new environment?
• How development teams balance innovation versus uptime
• What new technologies will help alleviate the additional burdens placed on teams

The findings might surprise you.