Incident Management 101: How to Handle and Respond to Outages

🚨Incidents and outages never happen at convenient times, so it's crucial to have the tools and resources to respond promptly.

🆘Create a plan for incident management before incidents occur, including triaging and prioritizing based on impact and severity.

📞Establish clear communication channels and roles, including a dedicated communications officer, to keep stakeholders updated and informed.

⏰Determine the priority of an incident based on its impact and severity, and set time limits for resolution accordingly.

🔧Maintain access to the necessary tools, devices, and resources to resolve incidents, even in inconvenient situations.

What is incident management?

—Incident management is the process of effectively responding to and resolving unexpected incidents and outages in a timely manner.

Why is communication important in incident management?

—Communication is crucial in incident management to keep stakeholders informed, coordinate response efforts, and manage expectations.

How do you triage and prioritize incidents?

—Incidents can be triaged and prioritized based on their impact and severity, determining the urgency and level of resources required for resolution.

What role does a communications officer play in incident management?

—A communications officer is responsible for keeping stakeholders updated, relaying information from the incident response team, and managing external communication.

What are the key tools and resources for effective incident management?

—Essential tools and resources include laptops, phones, two-factor authentication devices, and access to relevant systems and documentation.

00:11Introduction and the importance of incident management in handling outages.

00:41Key insight 1: Incidents can happen at any time, so it's crucial to have the tools and resources to respond promptly.

02:10Key insight 2: Creating a plan for incident management, including triaging and prioritizing incidents based on impact and severity.

02:59Key insight 3: The importance of clear communication channels and a dedicated communications officer.

03:59Key insight 4: Determining incident priority based on impact and severity, and setting time limits for resolution.

05:14Key insight 5: The need for access to necessary tools and resources, even in inconvenient situations.

06:32The role of an escalation process and the involvement of stakeholders like the executive team.

08:23The importance of having a communications officer and regular updates during incident management.