But the impact is huge and organizations can lose money when these happen. Of course, the goal is to prevent these from happening but we all know that these things do happen. So we need to prepare for them.The most important thing to have is a process to deal with critical incidents. The process should have the following:
- Logging. For critical incidents, you will want to keep a record for several reasons:
- Determine the duration of the incident
- Keep track of the status of the incident
- Keep a record of what was done to remedy the incident. This will be helpful should another similar incident happens.
- Help in determining the root cause analysis during problem management.
(See my article on why you need to log Incidents)
Sample Incident Management Process
The table below is just an illustration of how a procedure should look like. You may use it as a template.
Critical Incident Procedure
Determines this is a critical incident. Call Service Desk (555-5555) to report incident. Make sure to tell them this is a critical incident.
Log incident and initiate conference bridge. 1-800-555-2222 Moderator number: 9999999; participant number: 777777
Send out email to criticalincident distribution list.
If email is not working, send text message to 333-222-4444.
If text messaging system is not working, call numbers listed in the contact list.
Contact user to determine the situation and brief technical manager on assessment and ETA on when the incident will be fixed.
Work with Technical Lead to assess incident and dial in to conference bridge - Act as Situation Manager
Assess impact to business and dial in to conference bridge
Dial in to conference bridge and determine who to contact and how to contact
Works on the incident with technical team
Provide regular updates on the situation
Sample Contact List
The contact list may look something like this:
|John Black||Technical Lead||394-2390|
|Sue Perez||Technical Manager||394-2391|
|Joseph Young||Business Manager||394-2392|
|Pauline Lee||Communication Lead||394-2393|
|Marie Jones||External Client||230-2034|