What is Incident Management?
Incident Management is the process of identifying, analyzing, and correcting hazards or disruptions to prevent future occurrences and restore normal operations as quickly as possible. It's essential for maintaining service reliability and security.
Incident Lifecycle
1. Detection
- Monitoring alerts
- User reports
- Automated detection
2. Triage
- Severity assessment
- Priority assignment
- Initial response
3. Investigation
- Root cause analysis
- Impact assessment
- Data gathering
4. Containment
- Stop the spread
- Preserve evidence
- Stabilize systems
5. Eradication
- Remove threat
- Fix vulnerability
- Clean systems
6. Recovery
- Restore services
- Verify functionality
- Monitor closely
7. Post-Incident
- Document lessons
- Update procedures
- Implement improvements
Severity Levels
| Level | Definition | Response |
|---|---|---|
| SEV1 | Critical outage | All hands |
| SEV2 | Major impact | Team response |
| SEV3 | Minor impact | Normal hours |
| SEV4 | Low impact | As time permits |
Key Roles
Incident Commander Coordinates response.
Communications Lead Stakeholder updates.
Technical Lead Technical resolution.
Scribe Documentation.
Best Practices
- Clear escalation paths
- Defined runbooks
- Blameless postmortems
- Regular training
- Continuous improvement