Get your tickets for Infobip Shift 2023 at https://shift.infobip.com/ https://twitter.com/InfobipShift Any software system will eventually experience a degradation, outage, or a similar incident. Depending on the type of business you're in this can lead to a loss of revenue and clients, or even have legal repercussions. That is why it's important to have a good incident management process for resolving incidents, reporting on their impact, and preventing them from happening again. In this talk, I'll start from my personal experience with challenges in establishing the incident management process in a company with Infobip’s scale. I’ll describe how I used gamification principles to build a tabletop role-playing game Deployments and Disasters as a tool for incident management training. I’ll show you how the game works, how it helps players prepare for real-world incidents, and how you can use it to improve the incident management processes in your own business.