# Implementing ChatOps into our Incident Management Procedure

DevFeed: [Implementing ChatOps into our Incident Management Procedure](<https://devfeed.tech/articles/implementing-chatops-into-our-incident-management-procedure-1441.md>)

Original publisher: [Read original article](<https://shopify.engineering/implementing-chatops-into-our-incident-management-procedure>)

Author: Daniella Niyonkuru

Published: 2018-02-13T18:00:00Z

Content type: article

Language: en

Sources: [Shopify Engineering](<https://devfeed.tech/sources/shopify-engineering.md>), [Shopify Engineering - Shopify Engineering](<https://devfeed.tech/sources/shopify-engineering-shopify-engineering.md>)

Topics: [incident](<https://devfeed.tech/topics/incident.md>), [Incident response](<https://devfeed.tech/topics/incident-response.md>)

Tags: [incident](<https://devfeed.tech/tags/incident.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [incident-response](<https://devfeed.tech/tags/incident-response.md>), [on-call](<https://devfeed.tech/tags/on-call.md>), [production](<https://devfeed.tech/tags/production.md>), [root-cause-analysis](<https://devfeed.tech/tags/root-cause-analysis.md>), [shopify](<https://devfeed.tech/tags/shopify.md>)

## AI overview

Shopify describes its incident-management process, the IMOC role, and an incident chatbot that supports on-call incident managers.

## Source excerpt

8 minute read Production engineers (PE) are expected to be incident management experts. Still, incident handling is difficult, often messy, and exhausting. We encounter new incidents, search high and low for possible explanations, sometimes tunnel on symptoms, and, under pressure, forget some best practices. At Shopify, we care not only about handling incidents quickly and efficiently, but also PE well-being. We have a special IMOC (incident manager on call) rotation and an incident chatbot to assist IMOCs. This post provides an overview of incident management at Shopify, the responsibility of different roles during an incident, and how our chatbot works to support our team.