When there’s a major systems outage or performance issue, IT teams come to the rescue to restore services as quickly as possible. Some IT organizations follow IT service management (ITSM) incident management practices to restore service, then follow problem management procedures to perform root cause analysis (RCA). More advanced organizations may employ site reliability engineers (SREs) involved in incident and problem management, but their primary responsibility is to drive more proactive steps to reduce error rates and improve service level objectives.
