We still talk to customers who are bringing their entire organizations onto outages calls because they just don't know who knows what or how to contact them. It's frustrating for employees and a waste of resources. To get better at managing incidents, you need some better data about your ecosystem and better communications practices. https://www.pagerduty.com/blog/improve-incident-response-by-getting-control-of-your-unintelligent-swarm/