HDI Information Technology Conference 2019

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


Wednesday, April 10 at 3:00 PM

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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

Donna Knapp

Curriculum Development Manager
ITSM Academy

Donna Knapp has more than 30 years of experience in the IT industry and is currently ITSM Academy's curriculum development manager. Donna's years of practical experience and love of learning show in her engaging and informative speaking style and many certifications, including ITIL Expert, Certified Process Design Engineer, DevOps Foundation, Certified Scrum Master, Certified Agile Service Manager, Certified Agile Process Owner and VeriSM Foundation. Donna is the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, as well as two college textbooks, A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition. Donna is also on the DevOps Institute's Board of Regents.