Session 504: The New Incident Management

Thursday, April 12 at 11:30 AM

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As IT becomes more and more critical to our well-being, we need to improve its operation. Digital transformation means that computer failures can be life and safety critical, and as DevOps practicing teams scale up, their needs for coordination expand as well. In fact, digital organizations of all kinds have started looking to a very different kind of "incident management"—like those practiced by fire, police, and other safety-critical professions. This session will shed new light on the aspect of digital collaboration and maturation and help you understand concepts from safety sciences as you review how current practices and tools are positioned for solving the problem of coordination at different scales.

Charles Betz

Principal Analyst

Charles Betz is a principal analyst with Forrester Research, serving infrastructure and operations professionals in enterprise service management and digital operational excellence. This includes topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, knowledge management, configuration management, and CMDB, as well as industry frameworks like ITIL, IT4IT, and COBIT.