Golden Flow · 15 min
The Golden Flow
How does operational work move through JSM?
See the whole machine first. The next section opens the hood on each component.
Not every alert should become an incident.
Key Concept
Alert
“Something happened.” Alerts are operational signals generated by monitoring systems, integrations or other technical sources.
Key Concept
Incident
“This requires coordinated response and resolution.” An incident represents work that requires coordinated investigation, response, communication and resolution.
Click any step in the flow to show what it contributes.
Why the operating model is changing
A common legacy pattern: the person reporting an operational problem had to know the technical mechanism used to raise it. Compare the two entry experiences.
Legacy / unnecessary technical path
- Agent
- AWS Console
- Search for appropriate script
- Execute script
- Integration
- Opsgenie
- Alert / Incident
Watch Out
This process makes the user understand technical implementation details that should be hidden behind the service-management process. The user has to understand the technical implementation in order to initiate an operational process.
Live demos
LIVE DEMO Human-Initiated Incident
- JSM Portal
- Service Offering
- Standard / Major path