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[Applause] thank you all for the welcome Im incredibly excited to be here lets talk about incidents so speaking with customers over the last year whats become really clear to me is that there are some key differentiators between the organizations that manage their incidents effectively and the ones that dont so my goal here today whether youre 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 worlds best the Incident Response Teams lets start by getting on the same page about exactly what type of incident were talking about todays 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 cant access it at all a critical function isnt working as it should be or that actually be an impend