The job to be done
Turn a signal into a timely, accountable decision with a clear handoff.
What goes in
- Alerts and investigation context
- Approved procedures and authority
- Business contacts and service expectations
What should come out
- Enriched cases and action proposals
- Approved response and verification
- Escalations, records, and lessons learned
Questions worth asking
- Who owns an incident at 2 a.m., and who can authorize disruption?
- What happens when an integration or escalation fails?
- Can we retrieve the full evidence and action history when the service ends?
A useful evaluation exercise
Run a tabletop with an unavailable approver, an expired credential, and a failed response. Measure the handoff instead of assuming automation works.