Operational incident management and response
Whether you're starting from scratch, moving off Opsgenie, or getting more from the tools you already have, Adaptavist helps organisations design, assess, and implement incident management that cuts downtime, including alerting, on-call, escalation, and reviews.
Respond to incidents with confidence
Every minute counts when something breaks, yet many organisations still rely on noisy alerts, informal on-call rotas, and disconnected teams. As a specialist business and technology consultancy, Adaptavist helps you evaluate platforms such as JSM Operations, Rootly, and Datadog and build ITIL-aligned incident response.
Through structured discovery, maturity assessments, and hands-on implementation, we help organisations reduce downtime, cut alert fatigue, strengthen resilience, and support people and customers with confidence, without the guesswork of going it alone.
This solution will deliver
Expert-led incident process design and delivery
Support for on-call providers such as Jira Service Management Operations, Rootly, and Datadog
Improved response times, minimising disruptions to business and reducing downtime
Most teams don't have the bandwidth to fix incident response alone
Untangling alert noise, defining on-call and escalation, and choosing the right tooling are complex, and they rarely rank high enough on anyone's roadmap until a major outage forces the issue. Left alone, teams end up firefighting with processes that no longer fit.
Too much alert noise
Alerts fire constantly from multiple monitoring tools, so the ones that really matter get buried and response slows just when it counts most.
Unclear on-call ownership
Schedules live in spreadsheets or people's heads, so escalation depends on who happens to pick up rather than on a clear, reliable process.
Chaotic incident response
Roles aren't defined, updates are patchy, and stakeholders keep chasing news while engineers try to fix the problem under real pressure.
Opsgenie end of support
With Opsgenie reaching the end of support, you need to migrate without losing years of on-call schedules, escalation policies, and integrations.
No post-incident learning
Without consistent post-incident reviews, the same incidents keep coming back, and hard-won lessons never make it into how your teams work.
We help you build incident response, end-to-end
Adaptavist removes the risk and guesswork from incident management. From first discovery to go-live, we connect your people, processes, and platforms so your teams can stay focused on delivery.
Structured discovery before you commit
Every engagement starts with workshops that map your teams, monitoring tools, and on-call schedules, defining the right path before work begins.
Independent, objective assessment
Our maturity assessment benchmarks your people, processes, and tools, from organisation level to individual teams, showing where to improve first.
Tool-agnostic, best-practice ITIL-aligned setup
We configure Jira Service Management Operations, Rootly, or your chosen platform using proven practices tailored to how your teams work.
Alerting, on-call, and escalation
Services, teams, alerts, on-call schedules, and automated escalations are all set up so the right people get notified at exactly the right time.
Post-incident reviews built in
A standard post-incident review template and Slack or Teams notifications help your teams communicate clearly and learn from every incident.
We work with leading incident platforms
Explore our incident management solutions
Incident Management Maturity Assessment
Incident Management Maturity Assessment
Already have incident management in place but know it could work harder? Our consultant-led assessment gives an independent, objective view of your people, processes, and tools, from organisation level down to teams and roles. A questionnaire captures the details. Workshops then define your target state and the path to it.
Best fit for organisations that:
- Have an existing incident management system and want more from it
- Want to measure the impact of internal initiatives over time
- Are building the business case for change
- Need independent evidence to secure leadership buy-in
What you'll receive:
- A maturity report with interpretation, context, and clear opportunities to improve
- A target state model of people, processes, and tools reflecting your desired incident maturity
- A prioritised backlog of work items, decisions, and changes toward your target
- A high-level cost estimate for reaching your target state
Incident Management Implementation
Incident Management Implementation
Need a solid incident management foundation without a large upfront investment? We configure your chosen platform, such as JSM Operations or Rootly, around how your teams respond. Services, teams, alerts, on-call scheduling, automated escalation, and a post-incident review template are set up to get you live quickly.
Best fit for organisations that:
- Are setting up incident management for the first time and need speed
- Want a proven foundation before investing in a larger rollout
- Have already completed an Incident Management Discovery
- Use, or plan to use, Jira Service Management Operations or Rootly
What you'll receive:
- Up to five services and five teams, three alerts, and one on-call schedule
- Two automated escalations and one Slack or Microsoft Teams integration for receiving incident notifications
- A post-incident review template built using standard features of your chosen platform
- One Jira Service Management project when implementing JSM Operations
Incident Management Discovery
Planning to implement a new incident management tool or migrate from your current one? Our workshops review your reporting structures, monitoring tools, and on-call schedules, and define how they should work in your target tool. Discovery captures requirements and risks. A scoped proposal and roadmap then follow.
Best fit for organisations that:
- Are migrating from Opsgenie, PagerDuty, or another tool to a new platform
- Have no formal incident management system and want to scope one
- Want technical stakeholders aligned early on
- Have compliance or integration requirements to plan for
What you'll receive:
- A comprehensive overview of your current setup, desired state, and core requirements
- The processes and areas in scope, plus the products and licensing needed to deliver them
- Early identification of risks, integrations, and regulatory compliance needs
- A project roadmap with phases, milestones, and a quote
Incident Management Maturity Assessment
Already have incident management in place but know it could work harder? Our consultant-led assessment gives an independent, objective view of your people, processes, and tools, from organisation level down to teams and roles. A questionnaire captures the details. Workshops then define your target state and the path to it.
Best fit for organisations that:
- Have an existing incident management system and want more from it
- Want to measure the impact of internal initiatives over time
- Are building the business case for change
- Need independent evidence to secure leadership buy-in
What you'll receive:
- A maturity report with interpretation, context, and clear opportunities to improve
- A target state model of people, processes, and tools reflecting your desired incident maturity
- A prioritised backlog of work items, decisions, and changes toward your target
- A high-level cost estimate for reaching your target state
Incident Management Implementation
Need a solid incident management foundation without a large upfront investment? We configure your chosen platform, such as JSM Operations or Rootly, around how your teams respond. Services, teams, alerts, on-call scheduling, automated escalation, and a post-incident review template are set up to get you live quickly.
Best fit for organisations that:
- Are setting up incident management for the first time and need speed
- Want a proven foundation before investing in a larger rollout
- Have already completed an Incident Management Discovery
- Use, or plan to use, Jira Service Management Operations or Rootly
What you'll receive:
- Up to five services and five teams, three alerts, and one on-call schedule
- Two automated escalations and one Slack or Microsoft Teams integration for receiving incident notifications
- A post-incident review template built using standard features of your chosen platform
- One Jira Service Management project when implementing JSM Operations
What this delivers for your organisation
Less costly downtime
Faster detection, routing, and resolution mean outages cost minutes rather than hours, protecting revenue and customer trust.
Faster, clearer response
Defined roles, on-call schedules, and automated escalations get the right people onto the right incident quickly, with no confusion over ownership.
Reduced alert fatigue
Fewer, more meaningful alerts let engineers focus on real problems instead of chasing noise around the clock and burning out.
Stronger communication across business and engineering teams
Slack or Teams notifications keep responders and stakeholders informed, providing a single shared view of every incident.
Continuous improvement
Consistent post-incident reviews turn every incident into practical lessons that strengthen your processes, tooling, and resilience.
Freedom to choose your tools
A tool-agnostic approach means your process fits your business, whether you run JSM Operations, Rootly, Datadog, or a mix of tools.
Ready to take control of incidents?
Talk to our experts to compare your options, assess your maturity, and receive a tailored incident management roadmap.