From first signal to final fix: Building a flywheel of IT resilience
In incident management, firefighting is fragility in disguise. Guest speaker Forrester VP Charlie Betz, Artera Services IT veteran Brandon Pace, and Freshworks solutions architect leader Chris Benigni met for a practical roundtable on how modern IT teams are replacing linear response with a compounding system that gets smarter with every incident.
Duration: 58 minutes
Featuring:
Key roundtable topics
In this insights-meets-implementation session, we’ll reveal the crisis beneath the surface of traditional incident management and why it collapses at enterprise scale. We’ll cover:
CMDB as the resilience backbone: How accurate service and asset context turns noisy alerts into prioritized, business-impact decisions.
A practical rollout roadmap: What to focus on in the next 30–90 days, 6–12 months, and 12–24 months to operationalize resilience.
Proof from real-world practice: How Freshworks used these tactics internally to achieve $600K+ in annual savings, 34% faster resolution, and 53% fewer routine tickets.
Better incident management in 2026
When 41% of enterprises lose $1–5M annually to downtime, and IT teams spend nearly 280 hours a year managing disruptions, “faster firefighting” isn’t the solution—it’s the problem.
Unified detection that identifies issues before users feel the impact
Context-rich assessment grounded in CMDB data and business impact
Orchestrated response that pulls in the right teams automatically
Intelligent resolution that prevents repeat failures
Structured learning that feeds insight back into the system
After this roundtable, you’ll have clear tactics for turning incident management from a cost center to a strategic advantage.
Meet the speakers
Charles Betz
VP, Principal Analyst, Enterprise Architecture, Forrester
Brandon Pace
Remote Support Manager, Artera Services
Chris Benigni
Director, Solutions Architect, Freshworks