<p>Your incident response process helps you more quickly resolve incidents … but is that truly the aim of your entire incident management program? In this episode of the Better Incidents Podcast, we talk to Brian O’Hearn, senior manager of incident management at Zendesk, about how to center your incident management program — and how you evaluate it — around decreasing customer pain.</p>

Your incident response process helps you more quickly resolve incidents … but is that truly the aim of your entire incident management program? In this episode of the Better Incidents Podcast, we talk to Brian O’Hearn, senior manager of incident management at Zendesk, about how to center your incident management program — and how you evaluate it — around decreasing customer pain.

Customer empathy in incident management with Zendesk’s Brian O’Hearn

Engineers have been managing incidents for as long as they’ve been building software. But it’s only in the past few years that incident management has become a specialization in the world of DevOps. Join Robert Ross, an incident-obsessed career responder, as he talks to the folks at the forefront of the movement to better manage, remediate, and learn from incidents. You’ll get stories from the field, great advice, and useful best practices from practitioners managing incidents for companies like Zendesk, Udemy, VMware, and many more. Learn more about the push for a world of Better Incidents.

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Customer empathy in incident management with Zendesk’s Brian O’Hearn

Customer empathy in incident management with Zendesk’s Brian O’Hearn