December 2024 Summaries

The Incident Maturity Model is a framework developed by incident.io that maps out the journey companies take as they mature in their incident management practices. The model has three stages: Centralized, Distributed, and Democratized. Each stage reflects a different level of maturity in how incidents are managed, how teams collaborate, and how tooling and data are used. The model provides a clear roadmap for improvement, helping organizations understand where they stand today and what steps they can take to improve their incident management practices. By moving through the stages, companies can transition from reactive to proactive approaches, empowering teams across the organization to take action and leveraging data and AI to predict and prevent incidents. The framework is grounded in real data and the experiences of sophisticated tech organizations, providing actionable ideas for improvement.

Behind the Flame is a series created by incident.io to showcase their company culture. Adrienne Lichten, Events Marketing Manager at incident.io, shares her experiences and values, including trust by default, pets in the office, and being part of a charismatic, supportive, and hardworking team. She emphasizes the importance of collaboration between marketing and other departments, as well as the unique experience of working closely with co-founders and leadership teams. Adrienne highlights incident.io's reliable incident management tool, which helps teams manage incidents and provides psychological safety for engineers. The company recognizes and celebrates employee achievements and milestones through various channels, including a gratitude channel and All Hands events.

Harrison Higgins is a Commercial Account Executive at incident.io. His favorite memory was his first week in the company when he got to meet the entire team, learn about the product, and form lasting friendships. The value that resonates most with him is "Raise the Pace," as everyone at incident.io works hard for customers and releases new features frequently. Harrison's favorite benefit is the last Friday of the month, which allows employees to refresh and spend time with family or take a day off. His favorite Slack channel is #pointless-debates-and-hot-takes, where he enjoys funny arguments. Harrison advises newcomers to be self-sufficient and self-reliant in finding answers to their questions. He describes the company culture as fast-paced, chaotic, caring, and supportive. The most important thing for him is being part of a team that cares about each other and the product. He would like to work with Jack Buckmelter if he were stuck in an elevator. Last Fridays of the month are essential for him as they provide time to reset and spend time with family. Harrison looks forward to working with new leaders who will impact the company positively. He is proud of running an outbound session during the Revenue Kick-off, sharing learnings from past roles, and discussing prospecting strategies. Being part of the Commercial team involves speaking with various customers, from startups to large companies, and working closely with Product and Customer Success teams. The sales team uses Slack heavily for communication and transparency across the organization. Harrison would like to join the Data team to learn more about how customers use incident.io's product. Incident management tools are crucial for businesses as they help guide companies through incidents, improve processes over time, and provide valuable learning opportunities. Lastly, the day-to-day work of a Commercial Account Executive involves context switching between prospective and existing customers, providing support, and celebrating wins with the team.