Building an Effective Incident Management Program (for Hoang Anh) by Michael Kehoe and David Cintz

Author:Michael Kehoe and David Cintz
Language: eng
Format: epub
Publisher: O'Reilly Media, Inc.
Published: 2023-09-13T00:00:00+00:00

Note

Pro-tip if you are the one managing the incident, turn on notifications for all messages so you do not miss anything.

Incident updates to management and your legal department where applicable is the one time that internal email is acceptable during an incident. Management and legal departments need to stay in the loop throughout the entire incident, however this can become a large amount of work itself. A great way to handle this issue is to have a regular cadence of updates that go to the management team. There is no one cadence that is prescribed for all incidents as each incident is different and the level of interest by management can differ widely accordingly. Also, on longer running incidents the cadence of these updates will vary. For instance at the beginning of a revenue impacting incident, management will be closely monitoring and wanting frequent updates, possibly every few hours. However, once a fix even if temporary is in place the updates might slow down to once a day. We will cover incident updates in greater detail, including some templates In Chapter 5 “Incident management, Incident Processes.”

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