{"id":5414,"date":"2026-03-31T16:25:09","date_gmt":"2026-03-31T19:25:09","guid":{"rendered":"https:\/\/24cevent.com\/como-reducir-el-caos-en-incidentes-ti\/"},"modified":"2026-03-31T16:26:12","modified_gmt":"2026-03-31T19:26:12","slug":"como-reducir-el-caos-en-incidentes-ti","status":"publish","type":"post","link":"https:\/\/24cevent.com\/en\/como-reducir-el-caos-en-incidentes-ti\/","title":{"rendered":"How to reduce chaos in IT incidents?"},"content":{"rendered":"\n<p>When a critical incident occurs, many operations do not fail for lack of technology.<\/p>\n\n<p>Failure due to disorder.<\/p>\n\n<p>Alerts are generated, multiple messages appear, different teams react in parallel&#8230; and in a few minutes everything becomes chaotic.<\/p>\n\n<p>\ud83d\udc49 <strong>It&#8217;s not that there is a lack of information, it&#8217;s that there is too much clutter<\/strong>.<\/p>\n\n<h1 class=\"wp-block-heading\">In simple<\/h1>\n\n<p>Incident chaos occurs when:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>it is not clear who is responsible<\/li>\n\n\n\n<li>information is scattered<\/li>\n\n\n\n<li>there is no defined flow<\/li>\n\n\n\n<li>everyone reacts, but no one leads<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 <strong>lots of movement, little coordination<\/strong><\/p>\n\n<p>And that directly impacts on:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>reaction times<\/li>\n\n\n\n<li>solution quality<\/li>\n\n\n\n<li>user experience<\/li>\n\n\n\n<li>equipment stress<\/li>\n<\/ul>\n\n<h1 class=\"wp-block-heading\">Why chaos occurs<\/h1>\n\n<p>There are patterns that are repeated in almost all operations:<\/p>\n\n<p><strong>1. Alerts without a clear owner<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>reach multiple people<\/li>\n\n\n\n<li>no one knows who should act<\/li>\n\n\n\n<li>efforts are duplicated<\/li>\n<\/ul>\n\n<p><strong>2. Disorderly channels<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>WhatsApp on the one hand<\/li>\n\n\n\n<li>Slack for another<\/li>\n\n\n\n<li>mixed mailings<\/li>\n\n\n\n<li>isolated calls<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 information is not centralized<\/p>\n\n<p><strong>3. Lack of context<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>the alert does not explain what happened<\/li>\n\n\n\n<li>the team has to investigate from scratch<\/li>\n\n\n\n<li>time is lost in initial diagnosis<\/li>\n<\/ul>\n\n<p><strong>4. Manual scaling<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>someone has to decide who to notify<\/li>\n\n\n\n<li>time is lost in coordination<\/li>\n\n\n\n<li>the incident continues to grow<\/li>\n<\/ul>\n\n<p><strong>5. No clear follow-up<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>it is not known who is working<\/li>\n\n\n\n<li>no visibility of progress<\/li>\n\n\n\n<li>multiple people intervene without coordination<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 the result: noise, duplication and delay.<\/p>\n\n<h1 class=\"wp-block-heading\">What makes an incident orderly<\/h1>\n\n<p>Reducing chaos does not mean fewer incidents.<\/p>\n\n<p>It means managing them better.<\/p>\n\n<p>An orderly incident has:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>clear responsibility<\/li>\n\n\n\n<li>centralized information<\/li>\n\n\n\n<li>structured communication<\/li>\n\n\n\n<li>automatic scaling<\/li>\n\n\n\n<li>visible monitoring<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 <strong>clarity instead of improvisation<\/strong><\/p>\n\n<h1 class=\"wp-block-heading\">Concrete actions to reduce chaos<\/h1>\n\n<h2 class=\"wp-block-heading\">1. Assign a person in charge from the beginning<\/h2>\n\n<p>Every incident must have an owner.<\/p>\n\n<p>Not a team.<\/p>\n\n<p>Not a group.<\/p>\n\n<p>\ud83d\udc49 a defined person or role<\/p>\n\n<p>This allows:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>make decisions faster<\/li>\n\n\n\n<li>avoid duplication<\/li>\n\n\n\n<li>have clarity of leadership<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 <strong>the incident needs an &#8220;owner&#8221; from minute one<\/strong>.<\/p>\n\n<h2 class=\"wp-block-heading\">2. Centralize information<\/h2>\n\n<p>Prevents the incident from being handled in multiple channels without control.<\/p>\n\n<p>Ideally:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>a single point of follow-up<\/li>\n\n\n\n<li>visibility for all stakeholders<\/li>\n\n\n\n<li>clear history of what happens<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 f <strong>ewer channels, more clarity<\/strong><\/p>\n\n<h2 class=\"wp-block-heading\">3. Standardize communication<\/h2>\n\n<p>Define:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>how to report an incident<\/li>\n\n\n\n<li>what information should be included<\/li>\n\n\n\n<li>how the status is updated<\/li>\n<\/ul>\n\n<p>Example of minimum context:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>what happened<\/li>\n\n\n\n<li>since when<\/li>\n\n\n\n<li>which service is affected<\/li>\n\n\n\n<li>level of criticality<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 <strong>less improvisation, more structure<\/strong><\/p>\n\n<h2 class=\"wp-block-heading\">4. Automate scaling<\/h2>\n\n<p>No dependence on manual decisions.<\/p>\n\n<p>Define rules such as:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>if there is no response in X minutes \u2192 escalate<\/li>\n\n\n\n<li>if critical \u2192 notify multiple levels<\/li>\n\n\n\n<li>if still no response \u2192 extend coverage<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 <strong>the system should help to coordinate<\/strong><\/p>\n\n<h2 class=\"wp-block-heading\">5. Reduce noise before the incident<\/h2>\n\n<p>Much chaos comes from before.<\/p>\n\n<p>If there are too many alerts:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>team loses focus<\/li>\n\n\n\n<li>false emergencies are generated<\/li>\n\n\n\n<li>it is difficult to prioritize<\/li>\n<\/ul>\n\n<p>Work in:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>correlation of alerts<\/li>\n\n\n\n<li>elimination of duplicates<\/li>\n\n\n\n<li>adjustment of thresholds<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 <strong>less noise, better reaction<\/strong><\/p>\n\n<h2 class=\"wp-block-heading\">6. Define roles during the incident<\/h2>\n\n<p>In large incidents, not everyone does the same.<\/p>\n\n<p>Some typical roles:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>who leads<\/li>\n\n\n\n<li>who executes<\/li>\n\n\n\n<li>who communicates<\/li>\n\n\n\n<li>who documents<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 <strong>organization in the middle of the problem<\/strong><\/p>\n\n<h2 class=\"wp-block-heading\">7. Measure to improve<\/h2>\n\n<p>Chaos is not always clearly perceived.<\/p>\n\n<p>But it is reflected in metrics such as:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>MTTA high<\/li>\n\n\n\n<li>variable resolution times<\/li>\n\n\n\n<li>multiple interventions in the same incident<\/li>\n\n\n\n<li>late escalation<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 <strong>what is not measured, is not improved<\/strong><\/p>\n\n<h1 class=\"wp-block-heading\">Simple example<\/h1>\n\n<p><strong>Chaotic scenario<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>alert reaches several channels<\/li>\n\n\n\n<li>no one knows who responds<\/li>\n\n\n\n<li>multiple people acting without coordination<\/li>\n\n\n\n<li>time is lost in communication<\/li>\n<\/ul>\n\n<p>Result: long and messy incident<\/p>\n\n<p><strong>Orderly scenario<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>alert is automatically assigned<\/li>\n\n\n\n<li>arrives with context<\/li>\n\n\n\n<li>there is a clear responsible party<\/li>\n\n\n\n<li>the system scales if necessary<\/li>\n<\/ul>\n\n<p>Result: fast and coordinated response<\/p>\n\n<h1 class=\"wp-block-heading\">Comparison: chaos vs structured operation<\/h1>\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Appearance<\/th><th>Chaotic operation<\/th><th>Structured operation<\/th><\/tr><\/thead><tbody><tr><td>Responsibility<\/td><td>Diffuse<\/td><td>Clear from the start<\/td><\/tr><tr><td>Communication<\/td><td>Dispersed<\/td><td>Centralized<\/td><\/tr><tr><td>Scaling<\/td><td>Manual<\/td><td>Automatic<\/td><\/tr><tr><td>Context<\/td><td>Incomplete<\/td><td>Available from the beginning<\/td><\/tr><tr><td>Reaction<\/td><td>Slow<\/td><td>Fast and coordinated<\/td><\/tr><\/tbody><\/table><\/figure>\n\n<h1 class=\"wp-block-heading\">What is important in the background<\/h1>\n\n<p>Chaos is not inevitable.<\/p>\n\n<p>It is a consequence of how the operation is designed.<\/p>\n\n<p>It&#8217;s not about working faster.<\/p>\n\n<p>It is about working with more clarity.<\/p>\n\n<p>\ud83d\udc49 <strong>the real speed comes from the organization<\/strong><\/p>\n\n<p>If today your incidents generate stress, disorder or duplication of effort, it is probably not a problem of team capacity.<\/p>\n\n<p>It is a problem of structure.<\/p>\n\n<p>\ud83d\udc49 <strong>24Cevent helps reduce chaos by centralizing alerts, automatically assigning responsible parties, ensuring confirmation of attention, organizing communication and automating escalation, allowing for much more orderly and effective incident management.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When a critical incident occurs, many operations do not fail for lack of technology. They fail because of disorder. Alerts are generated, multiple messages appear, different teams react in parallel&#8230; and in a few minutes everything becomes chaotic.  <\/p>\n","protected":false},"author":2,"featured_media":5411,"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":[155],"tags":[182,384,383],"class_list":["post-5414","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-reduction-of-operational-noise","tag-it-incidents","tag-reduce-chaos","tag-reduce-chaos-in-it-incidents"],"_links":{"self":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5414","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=5414"}],"version-history":[{"count":1,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5414\/revisions"}],"predecessor-version":[{"id":5415,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5414\/revisions\/5415"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media\/5411"}],"wp:attachment":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media?parent=5414"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/categories?post=5414"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/tags?post=5414"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}