198 lines
46 KiB
HTML
198 lines
46 KiB
HTML
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</style></div></div></div><main class="main"><section class="s-blog-hero"><div class="vertical-padding p-blog-hero"><div class="w-layout-blockcontainer container w-container"><div class="blog-hero-wrap"><div class="blog-hero-left"><div class="mb-40"><a href="/articles" class="bllue-link w-inline-block"><svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 18 18" fill="none" class="resource-button-icon"><path d="M10.5 12.75L6.75 9L10.5 5.25" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path></svg><div>Back to articles</div></a></div><div class="mb-24"><h1 class="heading-d1">Incidents *Will* Happen. Are You (Actually) Prepared?</h1></div><div class="mb-48"><div class="date-author-wrap"><div class="blog-author-wrap"><img src="https://cdn.prod.website-files.com/69eb654f1a323d235a57f701/69f0aad88c2eaa78a3837dd2_Joe_headshot-square.jpeg" loading="lazy" alt="" class="author-image"/><div class="text--weight-500">Joe Mckevitt</div></div><div>|</div><div>April 2, 2026</div></div></div><div class="margin-top-auto"><div class="blog-tags"><div class="body-s">Tags:</div><div class="w-dyn-list"><div role="list" class="categories-list-2 w-dyn-items"><div role="listitem" class="w-dyn-item"><div data-wf--tag--variant="base" class="tag">AI & Automation</div></div><div role="listitem" class="w-dyn-item"><div data-wf--tag--variant="base" class="tag">Best Practices</div></div><div role="listitem" class="w-dyn-item"><div data-wf--tag--variant="base" class="tag">Blog</div></div><div role="listitem" class="w-dyn-item"><div data-wf--tag--variant="base" class="tag">Incident Management</div></div></div></div></div></div></div><div class="blog-hero-right"><img src="https://cdn.prod.website-files.com/69eb654f1a323d235a57f701/6a2419f97389bd93e6c8ca20_Incidents_Will_Happen.avif" loading="lazy" alt="" class="article-cover-image"/></div></div></div></div></section><section class="s-blog-main"><div class="vertical-padding p--80"><div class="w-layout-blockcontainer container w-container"><div class="blog-main-wrap"><div class="blog-main-left"><div class="blog-social-links-wrap"><a fs-socialshare-element="substack" href="https://uptimelabs.substack.com/" target="_blank" class="social-link-2 w-inline-block"><svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 21 20" fill="none" class="socal-link-icon is-2"><path d="M22.539 8.242H1.46V5.406h21.08v2.836zM1.46 10.812V24L12 18.11 22.54 24V10.812H1.46zM22.54 0H1.46v2.836h21.08V0z" fill="currentColor"></path></svg></a><a fs-socialshare-element="linkedin" href="#" class="social-link-2 w-inline-block"><svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 21 20" fill="none" class="socal-link-icon is-2"><path d="M0.265342 6.50512H4.7497V20H0.265342V6.50512ZM2.53754 0C1.00273 0 0 1.00761 0 2.33014C0 3.62546 0.973386 4.66237 2.47885 4.66237H2.50745C4.0716 4.66237 5.04569 3.62541 5.04569 2.33014C5.01634 1.00761 4.07165 0 2.53754 0ZM15.7601 6.18811C13.3797 6.18811 12.3133 7.49738 11.7184 8.41557V6.50512H7.23269C7.29208 7.7711 7.23269 20 7.23269 20H11.7184V12.4635C11.7184 12.0599 11.7477 11.6577 11.8658 11.3686C12.1905 10.5628 12.9286 9.72833 14.1666 9.72833C15.7908 9.72833 16.4395 10.9664 16.4395 12.7797V20H20.9245V12.2617C20.9245 8.11675 18.7123 6.18811 15.7601 6.18811Z" fill="currentColor"></path></svg></a><button fs-copyclip-element="click" class="clipboard-link"><svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 24 24" fill="none" class="socal-link-icon is-4"><path d="M1.82744 21.2724C2.40728 21.8531 3.09615 22.3135 3.85446 22.6271C4.61277 22.9407 5.42558 23.1014 6.24619 23.0999C7.06698 23.1014 7.87996 22.9407 8.63847 22.6271C9.39698 22.3134 10.0861 21.8531 10.6662 21.2724L14.2012 17.7362L12.4337 15.9687L8.89869 19.5049C8.19428 20.2062 7.24078 20.5999 6.24682 20.5999C5.25285 20.5999 4.29935 20.2062 3.59494 19.5049C2.89307 18.8008 2.49895 17.8472 2.49895 16.8531C2.49895 15.8589 2.89307 14.9053 3.59494 14.2012L7.13119 10.6662L5.36369 8.89869L1.82744 12.4337C0.657198 13.6068 0 15.1961 0 16.8531C0 18.51 0.657198 20.0994 1.82744 21.2724ZM21.2724 10.6662C22.4421 9.4928 23.0989 7.90359 23.0989 6.24682C23.0989 4.59004 22.4421 3.00083 21.2724 1.82744C20.0994 0.657198 18.51 0 16.8531 0C15.1961 0 13.6068 0.657198 12.4337 1.82744L8.89869 5.36369L10.6662 7.13119L14.2012 3.59494C14.9056 2.89368 15.8591 2.49998 16.8531 2.49998C17.847 2.49998 18.8005 2.89368 19.5049 3.59494C20.2068 4.29903 20.6009 5.25265 20.6009 6.24682C20.6009 7.24098 20.2068 8.1946 19.5049 8.89869L15.9687 12.4337L17.7362 14.2012L21.2724 10.6662Z" fill="currentColor"></path><path d="M7.12993 17.7375L5.36118 15.97L15.9699 5.36255L17.7374 7.1313L7.12993 17.7375Z" fill="currentColor"></path></svg><div class="clipboard-tag-wrap"><div class="clipboard-tag"><div>link copied to clipboard</div></div></div></button><div fs-copyclip-element="copy-this" class="is-hide w-embed">https://uptimelabs.io/articles/incidents-will-happen-are-you-actually-prepared</div></div><div class="blog-toc-wrap"><div class="mb-24"><div class="toc-label">IN THIS ARTICLE</div></div><div class="toc-links-wrap"><div><a fs-toc-element="link" href="#" class="toc-link w-inline-block"><div>Incident Timeline</div></a></div></div></div><div class="blog-cta"><div class="mb-24"><div class="center-wrapper"><div class="mb-16"><h3 class="heading-h5">Ready to make incident response your competitive advantage?</h3></div><p class="body-s">See how Uptime Labs builds provable, scalable incident response capability across your organisation.</p></div></div><div class="blog-cta-buttons-wrap"><a data_booking_source="Incidents *Will* Happen. Are You (Actually) Prepared?" data-wf--button--variant="base" href="/book-a-demo" class="button w-inline-block"><div>Book a demo</div></a><a data_booking_source="Incidents *Will* Happen. Are You (Actually) Prepared?" data-wf--button--variant="secondary" href="/platform-overview" class="button w-variant-c0fe4bb8-36ed-94f2-4885-319839990ed6 w-inline-block"><div>Explore the platform</div></a></div></div></div><div class="blog-main-right"><div class="mb-56"><div fs-toc-offsettop="7.5rem" fs-toc-element="contents" class="blog-rt w-richtext"><h3><strong>Setting the scene</strong></h3><p>Sometimes, when I’m talking to someone, I detect a strong air of scepticism that there’s an incident on their horizon. After all, they haven’t had an incident for a long time, which means their people, processes and technology are sufficiently resilient, right?</p><p>I’m not here to burst anyone’s bubble, but one of my core beliefs is that <em>incidents will happen</em>. When – and how severe they are – is unknowable. But they’re going to happen and you’ve got to be ready. Remember that Scouts saying – failing to prepare is preparing to fail?</p><h3><strong>Prevention and preparation are not the same thing</strong></h3><p>Most organisations don’t have a preparedness problem on paper. They have runbooks. They have on-call rotas. They have post-mortem templates decaying in a Confluence page somewhere. What they often lack is the honest acknowledgement that underpins all of it: incidents are not edge cases.</p><p>That shift in mindset, from hoping incidents won’t happen to genuinely preparing for when they do, is the foundation of operational resilience. Everything else then builds on top of that.</p><h3><strong>Engineering preparation</strong></h3><p>A significant amount of engineering effort goes into prevention: code reviews, release gates, test coverage, careful change management. All of that is right and necessary. But prevention-only thinking carries a hidden assumption, that the system can be made reliable enough to avoid failure altogether. In complex distributed systems, under real-world load and real-world change, that assumption doesn’t hold.</p><p>The organisations that handle incidents well have internalised something different. They still invest in prevention. But they invest equally in preparation, because they know the two are not substitutes for each other.</p><p>The cost of getting this wrong is significant. When an organisation is not genuinely prepared, the incident itself is rarely the biggest problem. The chaos around it is. Wrong people scrambling for context. Communication breaking down. Time lost not to the fix, but to the confusion before it. The technical issue becomes a secondary concern to the organisational one.</p><h3><strong>Hope is not a strategy</strong></h3><p>There is a version of incident response that many organisations quietly rely on: the heroic engineer (think Brent from <a href="https://itrevolution.com/product/the-phoenix-project/" target="_blank">The Phoenix Project</a>) aka <em>The person who knows the infrastructure inside out</em>, who gets called at 2am, who somehow holds everything together. That might work once or twice but it definitely is not a ‘strategy’.</p><p>A strategy is a playbook, built through deliberate and repeatable practice, that means your team is ready to respond effectively regardless of who is on call that night. It means the system’s behaviour under failure is understood in advance, not discovered in the middle of a live incident. It also means your team has practised the communication and decision-making that incidents demand, before a real one tests them.</p><p>As covered in my main article <a href="https://uptimelabs.io/articles/incident-response-cto/" target="_blank">5 Incident Response Principles for CTOs</a>, this is the starting point for the whole framework. The principles that follow, covering technical foundations, people and culture, learning loops and leadership, only make sense once this first principle is internalised.</p><p><strong>The mindset that changes everything</strong></p><p>Accepting that incidents will happen is not pessimism. It is the precondition for building something that can handle them well. It moves the question from <em>how do we stop this happening?</em> to <em>how do we make sure we are ready when it does?</em></p><p>That is a more honest question. And it leads to much better answers.</p><h3><strong>The role of AI</strong></h3><p>Using AI in the execution path of incident response is inevitable; It’s clearly where things are heading. But its introduction also adds another layer of complexity to how incidents emerge and evolve.</p><p>As a result, the nature of incidents will change. Failure modes will not disappear, but they will take on different shapes and surface in less familiar ways. What that looks like in practice is still emerging, and I am actively trying to understand where those new edges are and how they behave under real conditions.</p><p>But increased complexity does not reduce the need for preparation. It reinforces it. When those unfamiliar incidents occur, they are unlikely to be neatly resolved by automated workflows, and the responsibility will still fall to human responders to make sense of them.</p><p>So while the tooling is changing, one thing is not: Incidents will still happen.</p><p>And the core principles of good incident response still apply. In my opinion, the skills that matter today will likely become even more important.</p><p><strong>Preparation, decision making, communication, and the ability to operate under pressure.</strong></p><p>But I’ll revisit this in a future blog once there’s more evidence and AI Ops matures. Still, the direction of travel is already clear.</p><h3>In short..</h3><p>The starting point is simple. Accept that incidents will occur. From there, be proactive. Be ready. Execute as effectively as you can to recover when they happen. And most importantly, take what you learn and feed it back into your organisation to drive continuous improvement.</p><p>That is how resilience is built in practice. Not by avoiding failure, but by getting better at handling it every time it happens.</p></div></div><div class="mb-56"><div class="author-block"><div><div class="author-top"><div class="author-info"><img src="https://cdn.prod.website-files.com/69eb654f1a323d235a57f701/69f0aad88c2eaa78a3837dd2_Joe_headshot-square.jpeg" loading="lazy" alt="" class="author-image-2"/><div><h5 class="heading-h5 text-color-gray-900">Joe Mckevitt</h5></div></div><div class="author-links"><a href="https://www.linkedin.com/in/joe-mckevitt-95a65419/" class="auhor-link w-inline-block"><svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 21 20" fill="none" class="author-link-icon"><path d="M0.265342 6.50512H4.7497V20H0.265342V6.50512ZM2.53754 0C1.00273 0 0 1.00761 0 2.33014C0 3.62546 0.973386 4.66237 2.47885 4.66237H2.50745C4.0716 4.66237 5.04569 3.62541 5.04569 2.33014C5.01634 1.00761 4.07165 0 2.53754 0ZM15.7601 6.18811C13.3797 6.18811 12.3133 7.49739 11.7184 8.41557V6.50512H7.23269C7.29208 7.7711 7.23269 20 7.23269 20H11.7184V12.4635C11.7184 12.0599 11.7477 11.6577 11.8658 11.3686C12.1905 10.5628 12.9286 9.72833 14.1666 9.72833C15.7908 9.72833 16.4395 10.9664 16.4395 12.7797V20H20.9245V12.2617C20.9245 8.11675 18.7123 6.18811 15.7601 6.18811Z" fill="currentColor"></path></svg></a></div></div></div><div class="author-description"><p class="body-s">Joe is the co-founder and CTO of Uptime Labs. A passionate technologist and developer, he has 17 years’ experience in building and scaling high-performing products and teams. Also a marathon runner, he’s wired for high performance. 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