NEW YORK--(BUSINESS WIRE)--Kintaba, the modern incident management platform built by ex-Facebook engineers, today announced the addition of Human-Centric Heatmaps that showcase when incidents are most frequent and which employees are spending the most time actively responding to them. By having these people metrics alongside existing incident metrics, such as total incident count and Mean-Time-to-Resolution, leaders can glean deeper insights into the health and well-being of their organization within the context of incident response and resilience.
“As an industry, it’s a common mistake to be overly focused on metrics like Mean-Time-to-Resolution (MTTR), Mean-Time-to-Detection (MTTD), and reducing total incident count while overlooking the impact of incidents on your greatest asset: your people,” said John Egan, CEO and Co-Founder of Kintaba. “It turns out that understanding when incidents are happening and who may burn out from dealing with them is often the more actionable and impactful metric when compared to things like MTTR in both mature and early stage response organizations and it’s important that incident managers have access to this information.”
The problem with over emphasizing traditional incident metrics is that they often don’t provide meaningful insights, they can be gamed easily, and they can actually encourage bad behaviors. If what matters most to management is a dashboard showing the total incident count decreasing, this incentivizes responders to avoid declaring incidents altogether, which in turn can cause small problems to snowball into larger problems unnecessarily. Similarly, stressing the goal of reducing MTTR at all costs can provide a perverse incentive for responders to close out incidents before they are actually resolved, when in reality some incidents warrant being open for hours or even days.
“For the longest time, it seemed like the primary metric of incident management was measuring the MTTR (the mean time to resolution) it took to find and fix something. Now the market is evolving, and perhaps it’s time the ‘mean-time’ metrics are replaced by a kinder, more positive incident culture,” said Jason English, Principal Analyst at Intellyx in their report Evolving towards a positive incident culture. “We can see that success in modern incident management means far more than encouraging managers handing out Lucite awards for faster MTTRs. A positive incident culture gives extended teams a shared sense of responsibility for continually improving customer and employee experiences.”
Human-Centric Heatmaps are designed to highlight people-centric metrics such as what times of day are most problems occurring, are they within business hours, and is there a healthy distribution of responders. By having a bird’s-eye view across the entire company, it’s easy to identify if the burden of firefighting and incident response is being placed too heavily on one person’s shoulders. Only by having these kinds of people metrics alongside incident metrics can a true picture of the health and well-being of the organization be accurately represented.
Quotes of Support
”Kintaba is an essential part of the Vercel reliability workflow. We tried many disjointed tools before, but Kintaba just clicked for our team. I recommend it to all engineering organizations I talk to.” -- Guillermo Rauch, CEO at Vercel
“Kintaba keeps us honest by automating our process: ensuring that we learn from our mistakes and continually improve our systems.” -- Tom Elliott, Head of Engineering at Let’s Do This
About Kintaba
Kintaba is a modern incident management platform built by former Facebook engineers. It lets companies and teams implement best-practice incident response processes without the overhead, creating a seamless workflow for more effectively responding to major outages. The company is headquartered in New York, NY.
