Incident Management Metrics That Matter
summary
Argues that MTTR and raw incident counts mislead because they’re noisy and create perverse incentives; instead shows concrete metrics that helped one SRE org: on‑call health (overnight pages, consecutive overnight shifts, pages per hour), tooling adoption (Datadog incident app adoption, incident workstreams used), rotation health (headcount, 12–18 month tenure, handoff consistency), postmortem quality (start time, length, contributing factor tags, action item completion time), limited LLM sentiment analysis on chat/postmortems, and customer SLOs.
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chapters (10)
- 0:00Incident management metrics intro
- 2:03Why simple MTR fails
- 7:00On-call effectiveness
- 12:10Incident response quality
- 17:44Incident seriousness & process
- 23:19Post-incident analysis
- 26:26Incident complexity & impact
- 30:21Metrics for executives
- 34:13Summary for incident teams
- 35:56Q&A
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