The article highlights the incident management process in GovTech Edu, which has helped the organization to ensure system reliability and prevent incidents from happening again.
- The incident management process is essential for maintaining system reliability and preventing incidents from happening again.
- Prioritizing users' needs and ensuring platform reliability are essential values in incident management.
- Managerial support is necessary for the successful implementation of the incident management workflow.
- Creating a safe space for making mistakes and implementing a blameless culture is crucial.
- On-call rotations are necessary to guarantee reliability and accessibility of platforms, especially for a large user base.
- The incident management process comprises three steps: incident identification, incident response and remediation, and incident analysis.
- The postmortem review is a critical component of the incident management process, which helps in uncovering the root cause of the incident and preventing similar incidents from happening again.
- Postmortem documents should contain a summary, report, and incident notes.
- Incident management workflow can be reproduced freely, especially in government institutions that provide public services.
