Lightstep from ServiceNow Logo






Lightstep from ServiceNow Logo

Announcing Lightstep Incident Response: streamlining the most critical SRE workflow

Ben Sigelman

by Ben Sigelman

Announcing Lightstep Incident Response: streamlining the most critical SRE workflow

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As I’ve written (many times) before, the power and promise of observability extends far beyond siloed experiences built on top of metrics, logs, and traces. Observability is ultimately about actually solving problems — addressing real use cases that maximize both velocity and reliability.

A foundational use case in delivering reliable systems is “managing unplanned changes” to reduce MTTR or time out of SLO. I’m proud of the progress we and our customers have made on that problem with the observability capabilities that we’ve already brought to market. The actionable insights they provide are critical to identifying changes and helping developers and SREs converge on root cause. But we all realized along the way that there was huge room for improvement in the efficiency and effectiveness of the incident response and incident management processes that guide the work.

So today, I’m excited to announce our first new product since joining ServiceNow: Lightstep Incident Response. (And, now that Lightstep is officially multi-product, we’re renaming the existing Lightstep offering Lightstep Observability). With the launch of Lightstep Incident Response, we’re adding context and automation to the incident response process, making it easier to identify which changes are actually incidents; where, why, and how they’re occurring; and who (if anyone) needs to be involved in resolving them.

Why Lightstep Incident Response?

Lightstep Incident Response streamlines on-call management, alert grouping, incident response and automation. We’ve built a clean, simple user experience – and priced it the right way — so entire teams can seamlessly orchestrate alerts, notifications, and collaboration across Zoom and other tools, with every developer SRE acting quickly, without fear and uncertainty.

You can try it out for yourself (and let me know what you think!).


The right people, processes, and tools in one place.

Easily configure services, on-call schedules, and alert rules so you can always see what’s going on, who’s on-call, and how to take action. newcalenderfull

Less alert noise, more focus

Personalize how and where you are notified about alerts. Reduce alert fatigue with intelligent alert grouping and accurate notifications. Set specific criteria for which alerts become incidents.

Incident Response On-Call Schedule

Integrate with your current tech stack to respond fast

Bring alerts from your favorite tools into Lightstep Incident Response with pre-built connectors for the most popular Enterprise and DevOps applications, including (of course!) Lightstep Observability, DataDog, Grafana, Prometheus, Sumo Logic and more, or build your own with our robust APIs.


Priced by active services with unlimited seats

Bring all your teams to collaborate on incidents and don’t worry about seats. Pay for the services you actually use, not the number of people on your team. All users are free so you can scale your incident response team without adding to your bill.


Integrate with ServiceNow to bring the power of the entire organization to the application experience


The combination of Lightstep and ServiceNow helps to deliver the best possible experience across every aspect of application-powered products and services. Our native ServiceNow integration connects the developers, SREs, and cloud native applications on Lightstep to the teams, services, and processes you’re already operating and improving through ServiceNow. You can seamlessly escalate and synchronize incidents between the DevOps team and the rest of the organization - for example, involving IT in issues that extend into their services or technologies, or driving proactive engagement with one, some, or all users through the customer service team.

Want to try Lightstep Incident Response?

You can get started with a free trial!

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