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Session 310: Learning from Incidents: 5 Lessons from High-Performing Teams

Donna Knapp (Curriculum Development Manager, ITSM Academy)

Location: Sebastian I-4

Date: Wednesday, April 10

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Management

Format: Session

Vault Recording: TBD

Incident management is a critical capability. Developing that capability goes far beyond simply knowing how to react when incidents occur. As organizations seek to gain an advantage by leveraging Agile, Lean, and DevOps practices, the need to value incidents and fast feedback loops grows. This session looks at how organizations can improve the quality and resilience of their products and services by adopting behaviors that encourage and support a learning culture. Drawing inspiration from safety culture, this session describes factors that stand in the way of organizational learning, particularly learning from incidents. We’ll also explore the top five practices of high-performing incident management teams