FY20-Q2 OKR (APAC): Iterate on Incident Management for self-managed customers. All Incidents follow the process. => 20%
Objective
Continue to iterate on the Self Managed Incident Management process
Key Results
- All Incidents (a.k.a. Emergency tickets/issues) follow the SMIM process
- The workflow is updated through each iteration (https://about.gitlab.com/handbook/support/incident-management/)
Retrospective
Good
- Not that many incidents this quarter!
Bad
- Not all incidents identified resulting in an inconsistent approach
Try
- Bring the workflow into closer alignment with what is needed for dotcom customers
- Create alignment with the CS escalation process
Edited by Tom Cooney