From a macro-driven spreadsheet to an AI-assisted, integration-ready incident management platform.
The Origin
ChronOps is built on two foundations that rarely exist in the same person.
14+ Years on the Front Line of Incident Management
The product is based on real operational experience running P1 incidents, including:
- Major Incident bridges
- Stakeholder communications
- SLA management
- Escalation processes
- Post-Incident Reviews (PIR)
- Root Cause Analysis (RCA)
- Regulatory audit requirements
This operational background shaped the product’s core model:
- Audit-proof records
- ITIL-aligned workflows
- Structured PIR/RCA handover
- Enterprise ITSM integrations
Design & Innovation
Alongside operational experience is a university degree in Design & Innovation.
That influences every aspect of the product:
- Calm, focused user interface
- Guided workflows during stressful incidents
- Clear information hierarchy
- AI assists the operator instead of replacing them
- “AI drafts, human decides” philosophy
Most incident management products are either built by engineers who have never managed a major incident or by operators who cannot build software.
ChronOps is designed from both perspectives.
Where It Began
The Macro-Based Excel Worksheet
The very first version of ChronOps was not a prototype.
It was a real macro-driven Excel workbook used during production incidents.
It successfully handled:
- Incident recording
- Timeline tracking
- Status management
- Severity tracking
- Service lists
- Contact lists
- Basic metrics
However, spreadsheets inevitably reach their limits.
What the spreadsheet could do
- Capture incidents
- Track timelines
- Store contacts
- Store services
- Calculate basic metrics
- Capture operational knowledge
What it could not do
- Multi-user collaboration
- Role-based permissions
- Tamper-proof audit history
- SMS notifications
- Email notifications
- Public status pages
- Enterprise reporting
- Power BI integration
- Integration with ITSM platforms
- Guided workflows for other operators
The spreadsheet proved the operational model worked.
ChronOps exists to scale that experience into an enterprise platform.
Development Journey
Timeline
2026 Sprint 1
- Authentication
- Public Status Page
- Service Catalog
- SLA Management
- Teams
- Contacts
- Vendors
- SMS
- Email Integration
2026 Sprint 2
- Incident Model
- Workflow Dashboard
- Flags
- Evidence Collection
- Response Coordination
- Stakeholder Communications
- On-call Scheduling
2026 Sprint 3
- AI Assistant
- AI Incident Summaries
- AI Communications
- Service Dependencies
- Blast Radius Analysis
- SLA Counters
2026 Sprint 4
- Service Dependency Graph
- On-call Dashboard
- Operational Data Import
- Identity Relationships
- Problem Management
- AI-assisted PIR and RCA
2026 Sprint 5
- Layered Architecture Refactor
- Versioned API
- Connector SDK
- CA Service Desk Integration foundations
- SAMU Integration foundations
- Reporting Warehouse
- PostgreSQL
- Power BI
- Mock CA SDM Environment
- AI Linked Tickets
Milestones
Foundations
Delivered:
- Local authentication
- Session management
- RBAC
- Account lockout
- Nuxt UI application shell
- Public Status Page
Completed: 2026
Service Catalog & Directory
Delivered:
- Services
- SLA Policies
- Contacts
- Teams
- Seniority Levels
- Escalation Chains
- Vendors
- Referential integrity protection
Completed: 2026
Communications
Delivered:
- Vonage SMS
- Microsoft Graph Email
- Deployment-specific configuration
- Live communication testing
Completed: 2026
Incident Lifecycle
Delivered:
- Incident model
- Incident numbering
- Workflow Dashboard
- Flags
- Evidence
- Response Coordination
- Rich-text communications
Completed: 2026
Scheduling
Delivered:
- On-call scheduling
- Leave management
- Shift planning
- Coverage resolver
- Regional holidays
- Live On-call dashboard
Completed: 2026
AI Assistant
Delivered:
- AI provider abstraction
- Azure OpenAI support
- Mock AI provider
- Data redaction
- Audit trail
- AI incident summaries
- AI communication drafts
- AI field drafting
- Timeline analysis
- Action extraction
- AI-assisted incident creation
Completed: 2026
Service Intelligence
Delivered:
- Dependency graph
- Blast Radius analysis
- Service chain visualization
- SLA counters
Completed: June 16–25
Problem Management
Delivered:
- Identity relationships
- Problem Manager role
- RCA handover
- AI-assisted PIR
- AI-assisted RCA
- PDF export
Completed: 2026
Platform Hardening
Phase 1
- Layered backend
- Domain layer
- Repository layer
- Service layer
- Thin API routes
Phase 2
- Versioned REST API
- Session authentication
- API token authentication
- OpenAPI generation
- Rate limiting
- Machine-call auditing
Completed: 2026
Integration Layer
Phase 3 – Connector SDK
Delivered:
- Multi-domain Connector SDK
- CA Service Desk Manager provider
- SAMU provider
- Offline certification framework
Completed: 2026
Reporting
Delivered:
- MongoDB → PostgreSQL data warehouse
- Star schema
- Internal reporting
- Power BI integration
Completed: 2026
Current State
Today, ChronOps is a fully functioning Critical Incident Management platform.
Current capabilities include:
Incident Management
- Guided incident workflow
- Severity classification
- Impact assessment
- Incident Manager assignment
- IT and Security playbooks
- Response coordination
- Evidence collection
- Audit timeline
Service Intelligence
- Dependency mapping
- Blast Radius analysis
Communications
- SMS
- Public Status Page
- Branded stakeholder communications
AI Assistant
- Incident summaries
- Communication drafting
- Field drafting
- Action extraction
- Timeline analysis
- PIR drafting
- RCA drafting
All AI output remains human-reviewed before publication.
Problem Management
- RCA workflow
- Five Whys
- Post-Incident Reports
- PDF export
Reporting
- PostgreSQL reporting warehouse
- Internal dashboards
- Power BI connectivity
Enterprise Integration
- Connector SDK
- CA Service Desk integration
- SAMU integration
- Linked ITSM tickets
Developer Platform
- Versioned REST API
- API tokens
- OpenAPI documentation
Under the hood the platform also includes:
- Layered backend architecture
- Dual authentication
- OpenAPI contract
- Rate limiting
- Offline-certifiable integration framework
Current Development
The immediate objective is a fully production-quality demonstration environment.
Current work includes:
Mock CA Service Desk Environment
A realistic CA SDM server implementing the genuine caisd-rest protocol using anonymised production exports.
Benefits:
- Demonstrates real integrations
- No customer CA SDM required
- Simple migration to production
Reporting
Current work includes:
- MongoDB → PostgreSQL warehouse
- Power BI integration
- Internal dashboards
- MTTD metrics
- First-error timestamp tracking
AI Linked Tickets
The AI Assistant now searches connected ITSM platforms for:
- Previous occurrences
- Related incidents
- Similar tickets
Each recommendation includes a rationale before the operator approves the link.
AI Change Correlation
AI analyses recent changes to determine whether a change may have caused the incident based on:
- Service overlap
- Timing
- Operational evidence
Suggested “Caused By” relationships remain operator-approved.
Richer Linking
ChronOps now supports relationships between:
- Incidents
- Changes
- Requests
Relationship types include:
- Previous occurrence
- Related
- Duplicate
- Caused by
Roadmap
Future development is intentionally driver-based.
Additional complexity is introduced only when genuine operational requirements justify it.
Connector Certification
- Production CA SDM certification
- Production SAMU certification
- Write-back capability
- Worklog synchronization
- Webhooks
Reporting Platform
- Production ETL
- Power BI dashboard pack
- KPI Dictionary
- SLA reporting
- MTTD
- MTTA
- MTTR
Phase 4
Data platform evolution:
- Redis
- Queue processing
- PostgreSQL read model
- Asynchronous SLA timers
- Escalation engine
Enterprise Readiness
- Microsoft Entra ID SSO
- Licence Management
- Multi-tenant configuration
AI Expansion
Future AI capabilities include:
- Evidence analysis
- Additional assistant tasks
- Operational recommendations
Phase 5
Only when justified by deployment scale:
- Service decomposition
- Microservice architecture
Principles
1. Operational Fidelity First
The software reflects how real incidents are managed.
2. Design Is a Feature
A calm, guided user experience is a competitive advantage.
3. AI Drafts, Humans Decide
Nothing is automatically sent, resolved or escalated.
Every AI action remains reviewable and fully audited.
4. Right-Sized Architecture
Complexity is introduced only when justified by operational requirements.
5. Integrate, Don’t Replace
ChronOps complements existing enterprise ITSM platforms rather than replacing them.
Final Thought
The spreadsheet proved the operational expertise.
ChronOps proves that expertise can scale to enterprise teams, modern integrations and AI-assisted incident management.