What is an incident?

An incident refers to a problem that requires urgent action and may have negative impacts on the product, business or customers. It often necessitates coordination between multiple people or departments, communication with stakeholders, and post-incident review for learning purposes. Examples of incidents include insufficient staffing leading to increased delivery times, a major customer threatening to leave, security breaches, data leaks, recurring payment errors, etc. However, minor issues like CSS formatting problems, employee resignations, or isolated accidents are not considered incidents. Lowering the threshold for incidents can provide valuable learning opportunities and improve systemic responses to larger issues.