Incident management is how customers and other stakeholders collaborate with the DevOps team to improve the quality of the code. Incidents usually go through four stages, which include detection, response, remediation, and finally analysis.
Tools used during incident management include reporting an issue capturing from the users of the system, or automated monitoring services that detect incidents. Once an incident occurs, the tool categorizes and routes the information to the appropriate team, who responds and starts planning the remediation requirements. After the team makes the necessary fixes and releases updates to the production environment, lessons learned helps the team establish process or automation controls to prevent the same issue from happening again in the future.