Incidents and downtime are as inevitable as the common cold — and costly too. Does this suck? Yes. But there are ways to keep things running smoothly and find calm through the chaos. Whether you’re new to incident management or trying to tweak a sophisticated, long-running process, this talk is for you. We’ll cover 10 tips that are battle-proven and endorsed by real-life incident managers. Templates for your teams will also be available for download after the talk.