This episode of incident management café revolves around chat ops. Chat tools have made incident management much more streamlined and efficient. The biggest advantage in using chat tools is visibility. Gone are the days when you have to toggle through 3 or 4 application windows while handling an incident. Now, using chat tools, you can have a single window with all the information you need.
Another area that has improved with chat tools is stakeholder notification. Most technologically advanced companies have dedicated groups for specific incidents with all the stakeholders as members.
The biggest impact of chat tools in alerting is that you are no longer expected to be in front of your system throughout your on call period.
In addition to all this chat tools play a pivotal role in breaking silos. It removes the need for one team to ask for information from another as the all the information required is already there in the chat.