There are simple incidents.<\/p>\n\n
And there are others… where everything gets complicated.<\/p>\n\n
Because it does not depend on a single team.<\/p>\n\n
It depends on several:<\/p>\n\n
This is one of the biggest operational challenges:<\/p>\n\n
\ud83d\udc49 coordinate without wasting time<\/strong><\/p>\n\n A multi-team incident is one that:<\/p>\n\n requires the participation of more than one team to be resolved<\/p>\n\n And the problem is not technical.<\/p>\n\n \ud83d\udc49 is for coordination<\/p>\n\n When there is no clear process, situations arise such as:<\/p>\n\n \ud83d\udc49 the incident is unnecessarily prolonged<\/p>\n\n Because they add complexity on 3 levels:<\/p>\n\n Each team has:<\/p>\n\n \ud83d\udc49 aligning all that takes time<\/p>\n\n Typical question:<\/p>\n\n \ud83d\udc49 “is this from us or from another team?”<\/p>\n\n If it is not clear:<\/p>\n\n As the incident occurs:<\/p>\n\n \ud83d\udc49 any delay directly impacts the SLA<\/p>\n\n Even if several teams participate:<\/p>\n\n \ud83d\udc49 someone must lead<\/p>\n\n That role:<\/p>\n\n \ud83d\udc49 avoid chaos<\/p>\n\n One of the biggest mistakes:<\/p>\n\n \ud83d\udc49 scattered conversations<\/p>\n\n Everything should be in one place:<\/p>\n\n \ud83d\udc49 avoid losing context<\/p>\n\n When another team is involved:<\/p>\n\n Must receive:<\/p>\n\n \ud83d\udc49 accelerates resolution<\/p>\n\n During the incident:<\/p>\n\n \ud83d\udc49 no dependence on chain mail<\/p>\n\n Uncoordinated:<\/p>\n\n With visibility:<\/p>\n\n \ud83d\udc49 everyone knows what the other is doing<\/p>\n\n After the incident:<\/p>\n\n You need:<\/p>\n\n \ud83d\udc49 basis for improvement<\/p>\n\n Typical Scenario<\/strong><\/p>\n\n Result:<\/p>\n\n \ud83d\udc49 delay + confusion<\/p>\n\n Optimized scenario<\/strong><\/p>\n\n Result:<\/p>\n\n \ud83d\udc49 much faster resolution<\/p>\n\n Multi-team incidents are not best resolved with more people.<\/p>\n\n They are best solved with:<\/p>\n\n \ud83d\udc49 better coordination<\/p>\n\n It is not only who participates<\/p>\n\n Otherwise:<\/p>\n\n \ud83d\udc49 how they work together during the incident<\/strong>.<\/p>\n\n As the operation grows, multi-team incidents become inevitable.<\/p>\n\n But they should not become chaotic.<\/p>\n\n With the right approach:<\/p>\n\n If your incidents today involve multiple teams and you feel that coordination is the main bottleneck, the challenge is probably not technical, but management.<\/p>\n\n 24Cevent is evolving to address this issue with a new incident management module (coming soon), which will allow centralized coordination, assigning of responsibility, real-time context sharing and full traceability, facilitating joint work between teams in a single flow.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":" When there is no clear process, situations arise such as: multiple teams investigating the same thing, no one knows who is leading, scattered conversations (mail, chat, calls), late decisions, loss of context: the incident is unnecessarily prolonged, how to coordinate to avoid this?<\/p>\n","protected":false},"author":2,"featured_media":5120,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[161],"tags":[322,321,323,324],"class_list":["post-5178","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-effective-incident-management","tag-handling-incidents","tag-handling-multi-team-incidents","tag-multi-equipment","tag-multi-team-coordination"],"_links":{"self":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5178","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/comments?post=5178"}],"version-history":[{"count":3,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5178\/revisions"}],"predecessor-version":[{"id":5198,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5178\/revisions\/5198"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media\/5120"}],"wp:attachment":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media?parent=5178"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/categories?post=5178"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/tags?post=5178"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}In simple<\/h1>\n\n
What usually happens<\/h1>\n\n
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Why are they more difficult?<\/h1>\n\n
1. Communication<\/h2>\n\n
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2. Responsibility<\/h2>\n\n
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3. Real-time coordination<\/h2>\n\n
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So, how to manage them well?<\/h1>\n\n
1. Defining an incident owner<\/h2>\n\n
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2. Centralize information<\/h2>\n\n
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3. Sharing context from the beginning<\/h2>\n\n
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4. Coordinate in real time<\/h2>\n\n
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5. Avoid duplication of work<\/h2>\n\n
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6. Have traceability<\/h2>\n\n
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A simple example<\/h1>\n\n
\n
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Something key<\/h1>\n\n
So, what makes the difference?<\/h1>\n\n
<\/h1>\n\n
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<\/h1>\n\n