Blog

It's not your tooling. It's not your engineers. It's the ten seconds before anyone picks up.

How engineering teams use Xurrent IMR's GitHub integration to close incidents before they become postmortems.

Are you planning to attend the AWS Summit Bangalore 2026? This comprehensive guide provides all the essential information about this event, including schedules, experiences, and what to expect on both these days. Event overview AWS Summit 2026 in Bengaluru, tips and tricks, afterparties, and more.

AI is handling more tickets than ever—but it won't replace L1. Here's what the future service desk looks like when AI does its job.

Switching tools can feel like a big task, so we built a migration tool to do the heavy lifting for you. It allows you to copy your existing teams, schedules, and policies from PagerDuty directly into Xurrent IMR.

Discover how to combat alert fatigue and speed up incident response with smarter automation and unified workflows.

Learn why fragmented toolchains hurt incident response and how unified platforms help DevOps teams resolve issues faster with less chaos.

Discover how automated collaboration removes coordination friction, speeds resolution, and helps DevOps teams focus on solving real problems.

Learn how automated incident communication reduces support tickets, builds trust, and keeps technical teams focused during incidents.

Learn how unified incident management systems create clear accountability, eliminate coordination delays, and drive cross-team ownership for faster resolution.

Compare the best incident management software in 2026. See pricing, features, and pros & cons of 20 top tools from AI-driven platforms to ITSM suites. Find the right incident management tool for SRE, DevOps, and IT teams.

Site Reliability Engineering (SRE) is a proven engineering discipline created by Google’s idea of SRE that blends software development and IT operations to build systems that are not just functional, but resilient, scalable, and fault-tolerant by design.

Learn the best practices for logging in production environments with examples and different log formats.

Learn why fragmented incident management metrics create costly measurement gaps and discover the 4 business-aligned metrics that drive real results.

Discover how to design unified incident management flows that coordinate seamlessly across all phases, eliminating chaos and achieving faster resolution times.

Learn how fragmented incident response tools create costly delays and discover the three core components of unified incident management that transform chaos into coordination.

Major IT outages from 2023–2025 reveal the real cost of downtime and the lessons every tech leader should take to strengthen resilience.

Docker vs Podman: Which container runtime should your team choose in 2025? After testing both in production, we break down the real differences in security, performance, and cost that matter for DevOps teams.

A DevOps pipeline is a structured sequence of automated steps that takes code from version control to production. Learn how to build a solid DevOps pipeline.

A technical deep dive into log levels and how SREs and platform teams can use them to filter logs, reduce alert noise, and build smarter observability and on-call workflows.

If you're running production systems in 2025, your load balancer is one of the most critical components in the path. It decides how users reach your application, how resilient your services are to failure, and whether traffic gets absorbed or dropped under load.

Every engineering org, at some point, has to draw a line between what developers own and what SREs take care of. That line never stays fixed and it keeps shifting with org maturity, platform investments, and how comfortable people are with risk and ownership.

Discover how to transform chaotic 3 AM incident response fire drills into coordinated, automated workflows that resolve issues while your team sleeps peacefully.

Learn how combining ITSM, ESM, and incident response in one unified platform transforms organizational chaos into operational zen with faster resolutions.

Explore the key challenges of incident management and learn how modern teams are solving them with automation, AI, and better coordination.

Discover how connecting ITSM, incident response, and proactive communication transforms chaotic major incidents into coordinated responses that reduce resolution time by 30%.

Discover how real-time status page updates transform IT incidents from chaotic disruptions into trust-building opportunities that strengthen stakeholder relationships.

Explore Xurrent IMR's AI-powered incident management platform that delivers 60% faster MTTR, automated postmortems, and intelligent scheduling for streamlined operations.

Explore the 6 key trends transforming ITSM in 2025, from AI-driven automation to modern UX design, as the market grows rapidly toward $25.83B by 2029.

Learn how NLP bridges human communication and technology in ITSM, enabling automated ticket routing, sentiment analysis, and smarter service management.

Transform incident management from reactive firefighting to a continuous improvement cycle with Xurrent IMR and Xurrent ITSM's Virtuous Cycle approach—reducing disruptions and building IT resilience.

Flexible SLA calculations now available in Xurrent, allowing organizations to choose between customer-focused or team-focused service level measurements for more accurate performance tracking.

Struggling with IT support? These 7 service desk tips will change how you work — fast.

Discover the 10 critical areas where service management is evolving from 'good to great,' including AI automation, security, and user experience. Learn how Xurrent's modern platform transforms ITSM with concrete examples of innovation.

Discover why MSPs need to protect their business with modern ITSM solutions. Learn how Xurrent's platform helps reduce the 12% customer churn rate through AI automation, incident management, and customer satisfaction tracking.

Learn why C5 attestation matters for ITSM customers and how Xurrent's compliance enhances data protection, security controls, and regulatory alignment for organizations operating under EU data protection laws.

Learn how to create clear status page updates during service incidents. This guide covers crafting specific titles, writing informative updates, and setting optimal communication intervals to maintain customer trust during outages.

Incorporating AI and automation have reshaped how MSPs address repetitive tasks, reduce MTTR, and enhance customer satisfaction. Read more.

Reliability is paramount in the IT world that’s always-on. As a customer, whenever you interact with a piece of software or technology, you assume it to be always up and available. But, if you ask for an SRE, it’s virtually impossible.

Xurrent has acquired Zenduty to lead the future of IT Operations Management. Read the blog post to find out more.

Discover how ITxM unifies ITSM, ITOM, and ITIM to break the incident management doom loop. Learn how modern IT teams are evolving to serve digital enterprises and prevent costly downtime through unified service management.

As a responder, the main intent is to understand how to respond to a particular incident and allow stakeholders to understand the impact and set expectations. In this guide, we will understand what incident severity levels are, how to implement them at your org, and how they differ from priority.

Discover how Xurrent is transforming ITSM with AI, cloud tech, and lightning-fast implementation. Learn about 100% uptime, 350ms page loads, and seamless enterprise service management.

When something breaks, customers don’t wait. They expect fast solutions. In fact, 90% of customers expect a quick response when they reach out. If your team can’t handle high-severity tickets quickly, it’s trust lost, revenue impacted, and

The incident response lifecycle is the backbone of any organization’s security and reliability strategy. Handling a data breach or security incident effectively requires structured incident response steps that help secure systems, prevent f

When systems fail, every second counts. The difference between prolonged downtime and swift resolution often comes down to one critical role: the Incident Commander (IC). ICs are the backbone of calm and clarity in the middle of chaos.

Learn what a log file is and its role in monitoring system activities. Explore how to utilize log files for better system management.

As tech grows more dynamic, SRE (Site Reliability Engineering) teams constantly seek smarter, more efficient tools to manage incidents and alerts. Explore top 9 PagerDuty alternatives for 2024. Compare features, pricing, and benefits to find the best fit for your incident management needs.

Learn what uptime means, how to calculate it, and why it’s crucial for system reliability, SLAs, and minimizing downtime.

Log Monitoring: Your Essential Guide In today’s complex environments such as cloud-native technologies, containers, and microservices-based architectures, reliable log monitoring is crucial for keeping your systems secure and resilient. Co

We’ve added enhanced functionality to Xurrent with added capability building on the recent StatusCast platform acquisition.

When it comes to managing incidents and ensuring operational efficiency, understanding key metrics is crucial. Among the most important are MTBF (Mean Time Between Failures), MTTR (Mean Time To Repair), MTTF (Mean Time To Failure), and MTTA

System reliability is crucial for providing seamless user experiences and enabling effective business operations. The "4 Golden Signals" —latency, traffic, errors, and saturation—offer a comprehensive view of system performance and potenti

Organizations prioritize Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to achieve optimal performance. However, understanding the differences between KPIs and SLAs can be challenging. In this blog, we discuss everyt

The digital world comes with advantages and inherent risks. These IT incidents, which can encompass cyberattacks, system outages, and data breaches, can have a devastating impact. Beyond financial losses, IT incidents disrupt business oper

An ‘Emergency’ contact type is available in the Telephone and Email fields of the ‘Contact Details’ section in the Organization form.

Alert fatigue is a state of exhaustion caused by receiving too many alerts. This can happen when the alerts are not actionable, are irrelevant or too frequent. Misconfigurations or configurations with the wrong assumptions or that lack Ser

Site Reliability Engineers (SREs) and DevOps teams often deal with alert fatigue. It's like when you get too alert that it's hard to keep up, making it tougher to respond quickly and adding extra stress to the current responsibilities. Acc

Downtime is an unwelcome reality. But, beyond the immediate disruption, outages carry a significant financial burden, impacting revenue, customer satisfaction, and brand reputation. For SREs and IT professionals, understanding the cost of

What differentiates tech companies that weather digital storms with unwavering resilience? In many cases, the answer lies in a deeply ingrained SRE culture, which fosters proactive approaches to system reliability. Site Reliability Enginee

Incidents and bugs are two common occurrences that can disrupt the smooth operation of systems and applications. While these terms may seem similar, they represent distinct concepts with different implications. Understanding the nuances be

When multiple users are affected by an incident, it can quickly escalate into a chaotic situation. To effectively manage and prioritize such incidents, organizations need a robust incident priority matrix. An incident priority matrix is a

Site Reliability Engineers (SREs) play a vital role in ensuring the stability and performance of web services and are key in incident management. One of the core skills SREs need is the ability to conduct effective Root Cause Analysis (RCA

As an engineer, you're probably familiar with version control systems like Git that let you track changes to your codebase. But are you using one of the most useful features of Git pull requests? If not, you're missing out. Pull requests a

Prometheus Alertmanager is a powerful tool designed to handle various alerts generated by Prometheus. It plays a vital role in the overall monitoring ecosystem, acting as a centralized hub for managing alert notifications. With Prometheus

Observability and monitoring: These terms are often used interchangeably, but they represent different approaches to understanding and managing IT infrastructure. In this blog, we'll explore the key concepts of observability and monitoring

Understanding what's happening within your systems is a necessity in today's world. But, have you ever wondered how experts keep an eye on systems to make sure everything's running smoothly? That's where o11y tools come in! Observability t

TL;DR: This article helps you write effective incident postmortems, including the necessary sections and examples. Also, learn about the best practices for conducting postmortems after an incident occurs.We've also included "Ready-to-Fill"

Progress often accompanies unforeseen challenges and mishaps in organizations. Traditionally, these setbacks resulted in pointing fingers, hindering progress, and creating a negative work atmosphere. However, a "Blameless Postmortems" appro

Since the introduction of containerisation by Linux many years ago, maturity has shifted from the traditional virtual machine to these containers. These tools have made application development much easier than the initial process. Docker S

Over the years there have been a bunch of great talks on site reliability and incident response. Below are a few we thought stood out(in no specific order) and is defintely worth a peek. 📑What is SRE? What is the difference between SRE vs

I have been noticing that a lot of folks are often confused between event logging and tracing. In terms of building out a generic SD for devs to report on observability data, should Event APIs be distinct from Trace APIs? Is an Event just a

TL;DR: Chaos engineering is a discipline of deliberately introducing failures into a system in order to understand how it behaves under stress. The goal of chaos engineering is to identify weaknesses in a system before they cause outages o

Reliable network connectivity is paramount for uninterrupted communication and efficient data transmission. The ping test is a valuable tool to assess network connectivity, identify potential issues, perform latency test, and troubleshoot t

A major incident represents a critical event that poses a real or potential threat to an information system's confidentiality, integrity, or availability. Major incidents can disrupt normal operations, impact your customers, and may comprom

Incidents and accidents can occur in various domains, from information technology and cybersecurity breaches to workplace accidents and transportation mishaps. When faced with such incidents, it becomes crucial to conduct a thorough analys

In the current fast-paced world, businesses are seeking methods to increase their efficiency and simplify their processes. But, there are times when teams are unaware of an issue at the initial stage, leading to a bad customer experience.

The selection of the audience for a broadcast has just been made more flexible, by adding four new visibility options for broadcasts.

Tech systems and infrastructures are subject to constant incidents.However, the ability to manage these situations hinges on the proper monitoring of critical Key Performance Indicators (KPIs) within the incident management process. Withou

The algorithm that decides the ordering of a requester's recent requests in the Service desk console has been improved.

TL;DR: RCAs, Postmortems and Task Prioritization Learn how to prioritize tasks, get stuff moving by performing non-blocker tasks first, effectively create postmortems, perform RCAs faster and not have an overburdened high priority(P0) dash

It is now possible to send emails from problems, releases, workflows, tasks, projects, project tasks and risks using the user interface.

The total number of grouped requests is now visualized on the request group for a quick overview.

Over the last few quarters a couple of interesting patterns have emerged amongst our larger customers who are looking to catalyze cross-team collaboration during a major incident spanning members from multiple teams.

Wouter Wyns, Service Management Architect at Xurrent, writes about the importance of a Major Incident Management Procedure

Wouter Wyns, Service Management Architect at Xurrent, writes about Moments of Truth in service management.

It is now possible to create custom views on workflows, enabling organizations to expose their workflows to users through a UI extension.

Small engineering team members wear a lot of hats while working on a product. It becomes hard to prioritize and deal with issues that arise during production when a sprint is already planned and put in place. This not only makes sprints har

When registering a request and applying service instances using the SHB, the selected path is now remembered and expressed in the ASLAs.

The ‘All people of the account’ visibility option of the broadcast form of support domain accounts has now been removed.

The built-in headings of the ‘my_open_requests’ and ‘my_completed_requests’ widgets on the Xurrent Self Service homepage have been removed.

When people are looking at an agile board, they are now able to see which items are in the status 'Waiting for…' or 'Waiting for Customer'.

In the past year of covid related working from home, we are increasingly seeing more burnouts in engineering teams worldwide.

Specialists can now collapse the agile board section that is presented below a request if they prefer not to see this section.  To make this possible, the name of the agile board is now presented above the agile board section.  The small triangle in front of the name indicates that it is possible to collapse […]

When a specialist is working on a request, the Service Hierarchy Browser (SHB) is there to provide relevant context.  The SHB tells the specialist, for example, which service instances (SIs) underpin the SI that is related to the request, which configuration items this SI is made up of, which request templates and knowledge articles might […]

Computer trouble can be hard to understand for non-specialist users.  For this reason, most, if not all, computer repair and support technicians are familiar with the dreaded “it does not work” trouble ticket.  Tier2Technologies invented the Helpdesk Button to create automated and meaningful tickets, integrated with Xurrent. The Helpdesk Button is a powerful service tool […]

The request views in the Records console now display the urgent and major incident icons for urgent requests and major incidents.

Now it is easy for enterprise employees to start a chat conversation with a human agent from the Xurrent Self Service homepage.

The rule that dictates when the Configuration items field of a request becomes required has been perfected just a little more.

Many of the actions available in the Xurrent toolbar can now be used to update multiple records at the same time.