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[Applause] thank you all for the welcome I'm incredibly excited to be here let's talk about incidents so speaking with customers over the last year what's become really clear to me is that there are some key differentiators between the organizations that manage their incidents effectively and the ones that don't so my goal here today whether you're in the audience or watching on at home in the live stream is to really give you those tangible tips and best practices that will help you close the gap and start operating like the world's best the Incident Response Teams let's start by getting on the same page about exactly what type of incident we're talking about today's talk is about major incidents an unanticipated disruption that inhibits the functioning of a service those real emergencies that on a major scale get in the way of your customers actually using your service whether they can't access it at all a critical function isn't working as it should be or that actually be an impend...