# Efficient Incident Management with Rovo AI > How the Rovo Ops Guide supports IT teams during incident response – from identification through expert discovery to an automated post-incident review. Source: https://www.xalt.de/en/blog/efficient-incident-management-with-rovo-ai/ TEAM XALT Atlassian Platinum Partner · 28 April 2025 · 7 min Imagine you are the IT manager of E-Shop, a rapidly growing e-commerce platform that processes thousands of transactions daily. Your team is under constant pressure to maintain smooth operations, but incidents, such as sudden spikes in login errors, are becoming increasingly frequent. Innovative AI technologies like Rovo are capable of significantly increasing the efficiency of your team in problem-solving. **The challenge?** Your team struggles to resolve these issues quickly because it spends too much time searching for past incident reports, playbooks, and expert contacts across various tools such as Jira, Confluence, and Slack. However, the use of AI can help find relevant information faster. This delays resolution times (Time-to-Resolution - TTR), frustrates the team, and harms customer satisfaction and revenue. **The solution** is the Ops Guide from [Rovo](https://www.xalt.de/en/blog/what-is-atlassian-rovo/), Atlassian's AI-powered agent, which aims to rationalize incident management and leverage the benefits of AI. In this article, we walk through a technical use case that shows how Rovo's AI-powered Ops Guide improves workflows in high-pressure incident response environments by breaking down every step of the resolution process: - From identifying the incident, - to searching for internal expertise and experts, - reviewing the root cause, - resolving the problem, - to creating a post-incident report. Each phase illustrates how Ops Guide can be seamlessly integrated into tools like Slack, Jira, and Confluence to shorten time to resolution and reduce operational effort. ## How the Rovo Ops Guide supports faster TTR - a real-world example The e-shop website is experiencing an increase in payment errors. Customers cannot make payments, and revenue is being lost. ### 1. Quickly identify the current incident As soon as the request comes in, Ops Guide immediately displays a summary of the incident. The technician can immediately see what the problem is, when it started, and how significant the impact is. There is no need to log in to multiple dashboards. Everything is displayed in a single real-time view, saving valuable minutes in the heat of the moment. ![Identify the current incident](https://cdn.sanity.io/images/c475o02b/production/e1a6f89447907189cc9af1d7a2f8bb35597a52f0-2560x1440.png?w=1504&q=75&fit=max&auto=format) ### 2. AI provides you with historical context Ops Guide compares the current incident with previous incidents logged in Jira. It identifies a similar problem from last quarter where the payment gateway was under high load. Within seconds, the technician receives a link to a previous incident report to see the resolution steps used before. This context helps narrow down possible causes and avoid unnecessary troubleshooting measures. ![Gather historical context](https://cdn.sanity.io/images/c475o02b/production/c1fd12266977466f87f6b965c6742f9226b7c819-2560x1440.png?w=1504&q=75&fit=max&auto=format) ### 3. Quickly find expertise and SMEs (Subject Matter Experts) The AI agent analyzes internal records and identifies the subject matter experts who have solved similar problems in the past. Depending on your company's setup, Ops Guide can also notify experts via Teams or Slack. Their availability and time zones are taken into account, ensuring that only the right people are engaged at the right time, optimizing communication and collaboration. ![Find expert knowledge](https://cdn.sanity.io/images/c475o02b/production/b7a64fd20890656ddd900f3c8aa09b6ef6817ac5-2560x1440.png?w=1504&q=75&fit=max&auto=format) ### 4. Check existing documentation for potential causes Ops Guide scans [Confluence](https://www.xalt.de/en/confluence-knowledge-base/) and other internal knowledge bases to find documentation on the payment gateway configuration. The technician does not have to search for the documentation, as the link to the playbook is provided in the chat within seconds. ![Check documentation and root cause](https://cdn.sanity.io/images/c475o02b/production/38caa8dbd61fb305e8e456aed5ccaa40dd7f1e84-2560x1440.png?w=1504&q=75&fit=max&auto=format) ### 5. Resolve the incident With the historical context, expert input, and flagged documentation, the technician initiates a rollback of the last deployment using the predefined steps from the linked playbook. Ops Guide continues to support him in resolving the issue while customer transactions resume normal processing. The entire resolution process, from alert to fix, is significantly faster and more coordinated. ![Resolve the issue](https://cdn.sanity.io/images/c475o02b/production/1a951b7eaaee632f5fc6d7bcf16811a2caec300f-2560x1440.png?w=1504&q=75&fit=max&auto=format) ### 6. Create a post-incident review with AI Once the incident is under control, Ops Guide automatically drafts a post-incident report by compiling data from logs, Slack threads, monitoring tools, and Jira tickets. It highlights what went wrong, what steps were taken, what impact this had, and what recommendations are made for future preventive measures. This allows the IT team to quickly finalise the documentation and learn from the incident without spending hours manually putting everything together. ![Create a post-incident review](https://cdn.sanity.io/images/c475o02b/production/7f2c05864610a16a03085891bc40caebfd6e9385-2560x1440.png?w=1504&q=75&fit=max&auto=format) ### 7. Create a problem ticket with AI To ensure a long-term solution, Ops Guide creates a Jira problem ticket with all relevant context information, including logs, affected services, playbook links, and expert notes. This allows the technical team to plan a more detailed investigation and implement preventive measures. **This ensures that short-term fixes do not become recurring problems.** ![Create a problem ticket](https://cdn.sanity.io/images/c475o02b/production/a010a72f204347914631f1e27343aa0c0080b7a6-2560x1440.png?w=1504&q=75&fit=max&auto=format) ## Conclusion Rovo's Ops Guide transforms [incident management](https://www.xalt.de/en/blog/7-proven-techniques-to-shorten-incident-resolution-time/) by providing immediate access to critical information and automating routine tasks. The time spent gathering context and documentation is reduced, and IT teams can resolve incidents, such as the one at E-Shop, more quickly, thereby improving operational efficiency and customer satisfaction. Is your company facing similar challenges? We advise you on how to make your incident response processes more efficient by using Rovo Ops Guide. [Get started with Rovo](https://rovo.xalt.de/) ## Ready to speed up incident management with Rovo AI? We'll show you how the Rovo Ops Guide can support your team during incident response. [Get started with Rovo](https://www.xalt.de/en/contact/) ## More articles ### [Personal AI Agents Compared: Rovo, OpenClaw, and Agent SDKs Like Claude or OpenAI](https://www.xalt.de/en/blog/personal-ai-agents-compared-rovo-openclaw-and-agent-sdks/) Rovo, OpenClaw, or Claude/OpenAI: how personal AI agents differ in 2026 and which approach fits your team. *Atlassian* ### [BaFin Compliance for Atlassian Cloud – What Financial Institutions Need to Know Now](https://www.xalt.de/en/blog/bafin-compliance-atlassian-cloud-migration/) New EU FSA rules have been in effect for Atlassian Cloud in financial services since December 2024. We show what has changed and how you can migrate to the cloud in a BaFin-compliant way. *Atlassian* ### [Atlassian Team '26 Recap: The Shift to the AI-Native Organization and the Role of the Teamwork Graph](https://www.xalt.de/en/blog/atlassian-team-26-recap-teamwork-graph/) XALT was on the ground at Atlassian Team '26 in Anaheim. Our recap covers the Teamwork Graph, Rovo, and the new Teamwork, Service, Product, Software, and Strategy Collections – and what it means for enterprises in Germany. *Atlassian* --- *This version is for AI agents. Every page of this site is available as Markdown: append `index.md` to its path. Index of all pages: [llms.txt](https://www.xalt.de/llms.txt)*