What has changed within the incident resolution process since the 80s?

(u'Not all incidents are created equal, yet how they are processed is an entirely different story. Hardware and software developments are through the roof. Evolution and revolution is unstoppable on the network with SDN, NFV and IPv6 among others having become reality. But when it comes to how support approaches and resolves an incident in any of these it is like time stood still. We will share with you what Google chose to address network incidents in a whole different way. Faster, leaner and effectively meaner to resolve problems before they have an impact.',)