My organization already uses Jira to manage our incidents by using a Jira project dedicated to Ops incidents. We use HipChat integration for the room discussion feature. Other than the ability for OpsGenie to log issues, what exactly are the features this new product offers that you can't already do with Jira?
Thanks for reaching out! It seems like you’re already ahead of most organizations in terms of putting together an incident management process. Historically, we do see customers using Jira Software for incidents. Although, during moments of downtime, it’s extremely important to provide you and your response team the focus and speed they need to respond and learn from major incidents as efficiently as possible. This is why after listening to feedback from thousands of customers like yourself who run an incident management process using Jira Software and/or other tools, we created a more purpose-built product for modern incident management - Jira Ops.
These are just a few of the features and benefits within Jira Ops that would enhance your current incident management workflow:
A central command center for better visibility and response throughout the incident. The Jira Ops ticket will act as your central command center where you can immediately receive and see all the details about the alert from your alerting tool, update incident roles (I.e. incident manager, tech lead, etc.), incident status, severity level, affected services, and more. The Jira Ops ticket has also been built out of the box to immediately help you kick-off all the necessary response efforts using the most popular tools, which is not currently available in Jira Software without a lot of customization or development.
The ability to stay focused and organized with a chronological timeline of key events captured right within the Jira Ops ticket. As the incident progresses you’ll notice that important details and events will automatically show up in the Jira Ops timeline. This becomes extremely helpful during the incident as new responders and stakeholders may join to help mid-incident and you need to stay focused on the task at hand. New team members, executives, and other stakeholders can use the timeline as a resource to get caught up at any point throughout the incident.
An easier way to kick-off real-time communication with your incident response team. As soon as an incident happens it’s important to have a place to quickly communicate and swarm on the incident when you’ve got multiple responders. You can kick-off incident communication with tools like Slack, Zoom, and more directly from the Jira Ops ticket. We also know that chat communication can get noisy, so you don’t want to miss any key moments or bits of information. Jira Ops makes it easy to select and pin key messages that happen directly back to the Jira Ops timeline.
Quickly update your customers from the Jira Ops ticket with Statuspage comms and maintain their trust. It’s important to stay proactive and let your customers know that you’re aware of the outage and in the process of resolving it. From the Jira Ops ticket, you can immediately send communications and keep your customers in the loop at every stage of the incident.
Learn from and prevent the same incidents from happening again with Jira Ops postmortems. After the incident is resolved you can easily kick-off a postmortem process right from the Jira Ops ticket. A postmortem template is automatically created for you which also copies over all the valuable key activities that were captured into the Jira Ops timeline for your team to review together.
Please let me know if you’d like to connect and chat a bit further about your end-to-end incident management process after you get started with Jira Ops. We’ll also be hosting a webinar with a full demo of Jira Ops coming soon on December 5th.
I'm John Allspaw, co-founder of Adaptive Capacity Labs, where we help teams use their incidents to learn and improve. We bring research-driven methods and approaches to drive effective inciden...
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