Key Takeaways & Q&A · 5 min
Key Takeaways
Five things to carry out of the session.
01
Alerts and incidents are different
Alert
An operational signal. “Something happened.”
Incident
Coordinated operational work. “This requires response and resolution.”
02
Operational work can start in different ways
Machine initiated
- Monitoring
- Alert
- Incident when necessary
Human initiated
- Portal
- Service Offering
- Incident
03
Build around stable structures
Architectural Design Principle
- Service
- Team
- Escalation
- Schedule
- People
Build the operating model around stable organizational structures. People change. The service and response model should remain understandable and maintainable.
04
Services provide context
Services connect technical events with understandable business and operational ownership — for reporting, for prioritisation and for accountability.
05
Do not simply rebuild Opsgenie
Use JSM capabilities to create a simpler and more maintainable operating model:
- Services
- Service Offerings
- Alert Grouping
- Alert Policies
- Automation
- Syncs
- Jira workflows
- Reporting
Final course message
The objective of the Opsgenie migration is not simply to move existing configurations into Jira Service Management.