## Overview Once the user has restored services, it is in their best interest and the best interest of the company to prevent the problem from happening again. Often the fix required to restore services is different than the fix required to prevent it altogether. To make improvements, it's important to understand what went wrong in the first place and that starts with a blameless Post-incident review that results in action items to improve both system and human behavior. These actions items are frequently documented as tickets/issues and then prioritized and scheduled along with other work. Improvement is not always a reactive state - armed with robust reports about their systems, personnel, and application performance and experience, users are able to pinpoint areas of improvements much more easily without depending upon failure to prompt changes. Managers and engineers can build business cases when asking for new tools or more team members from the executive level. Additionally, businesses want to ensure their end users are experiencing continued improvements in an applications responsiveness and availability. We'll enable users to track business, availability and performance KPI attainment overtime so they can spot long-running trends and take corrective action. ## Our goal Enable easy and in-depth post incident reviews by making it easy to record and keep track of events that occur during the fire-fight. Surface system recommendations based on metrics that show how often a problem is happening or what services or tools are the noisiest. Provide a robust suite of reports that allow users to improve internally and easily track & pinpoint necessary improvements in their applications for their customers. ## How We will create a Post-incident review experience that seamlessly ties to the incident, enabling teams to efficiently recall and review a sequence of events and triage follow-up action items. We will create a suite of reports that will delight VPs and CIOs alike with high-level insights. At the same time, such reports can be leveraged by engineers and mid-level management when making requests for personnel increases or tooling changes - helping them build a business case to do their jobs better. Moreover, GitLab will generate automatic intelligent recommendations for system and human changes to enable that customer to continuously improve. ## User Journeys The following are high-level, visionary journeys we want to enable in GitLab. Each step in these journeys could be a detailed workflow. Additionally, these journeys are ever evolving as we learn more about our users and identify new opportunities. [Improve Workflows](https://app.mural.co/t/gitlab2474/m/gitlab2474/1570115112283/1e5949c9c6d4c6f44f8280a5ab8f27628518e02d)