The Problem:

The new challenge in today's highly regulated environment is the complete redesign of incident management, shifting the focus from a technical-first approach to a business-first one.

In a traditional setting, a major disruption is seen as a technical event, managed by IT teams based on technical signals like system uptime or latency. However, regulations like DORA now mandate that major incidents must be reported to regulators in every single country based on their business impact.

This forces a fundamental change. Incidents are no longer just about a system being down; they're about a business process being disrupted. This means every critical business process—from a customer login flow to a payment transaction—must now be managed with a Site Reliability Engineering (SRE) mindset.

The opportunity here is for companies to move beyond simply monitoring technical health. They must now focus on:

• Business Signals: Correlating technical data directly to business metrics.

• Proactive Management: Applying SRE principles to ensure the resilience of core business processes.

• Seamless Reporting: Building systems that can instantly provide the business impact data required by regulators.

The Opportunity:

This transition from a technical to a business-driven incident management model is not just a compliance requirement—it's a critical new frontier for competitive advantage.

Why me:

Over the past 18 months, I was involved in:

• 2 x DORA readiness programs

• 2 x pre-Audit-readiness (focused on Incident Management and Change management)

• 2 x Official DORA Audits (focused on Incident Management and Change management)

• redesign of the Incident Management into a Business driven process

• Group/Global mapping of Business - IT assets initiative

• Group/Global focus on a new Tagging strategy designed around DORA

Having personally designed and implemented a customer-data-driven incident management framework that slashed system downtime by 40% and underpinned hyper-growth (across four new markets and three M&As and counting) while ensuring DORA compliance, I understand precisely what a next-generation incident management solution needs.

Who is the service addressed to:

I offer my expertise to large organisations (re)building their incident management or any startups building solutions for the new incident management reality guiding them to evolve their products beyond mere technical alerts towards true business intelligence and enterprise-grade operational excellence.

What is included in the service:

Through this service, I will advise you on:

Business-Centric Process Redesign: I'll guide you in fundamentally redesigning your product's approach to incident management, shifting the focus from purely technical signals to understanding and prioritizing incidents based on their direct impact on business operations, customer experience, and revenue streams.

Business-to-Technical Asset Mapping: I'll help you architect and implement features within your product that enable seamless, intelligent mapping of critical business services and assets to their underlying technical components. This ensures immediate visibility into business impact during incidents.

Deep Enterprise Tool Stack Integration: Leveraging my experience with complex enterprise environments, I'll advise on essential integration strategies for your product with common enterprise tools (e.g., ITSM, CMDBs, observability platforms, communication tools, security systems). This ensures your solution fits effortlessly into your clients' existing ecosystems.

Automation for Business Value: I'll show you how to embed automation capabilities into your product that go beyond simple technical fixes, specifically designed to save "tons of hours" for business teams, streamline communication, automate escalations based on business impact, and accelerate decision-making during critical events.

Proactive & Predictive Capabilities: I'll guide you in moving your product's intelligence from reactive alerts to proactive and predictive insights, drawing on my success in building frameworks that identified and resolved issues before they escalated to major outages.

Scalability for Enterprise Growth: I'll share insights into building your product to inherently support hyper-growth scenarios, M&As, and multi-market expansions for your enterprise clients, reflecting my own experience in enabling such rapid scaling.