Manage and track incidents when things go wrong.
Incidents are events that disrupt normal service operation or degrade service quality. Proper incident management helps minimize impact and restore services quickly.
Complete service unavailability affecting all users.
Degraded service performance affecting user experience.
Planned service interruptions for updates and improvements.
Incidents are detected through monitoring alerts, user reports, or proactive checks.
Initial response includes acknowledgment, assessment, and mobilization of resources.
Work to restore service functionality and verify the fix is effective.
Analysis of what happened, why it happened, and how to prevent it in the future.
1
Identify the issue and assess its impact on services and users
2
Create an incident record with clear title and description
3
Set appropriate severity level and assign responsible team members
Keep stakeholders informed with regular updates throughout the incident lifecycle:
Investigating - We are looking into the issue
Identified - Root cause has been found
Monitoring - Fix deployed, monitoring for stability
Resolved - Issue fully resolved and services restored
Acknowledge incidents quickly to show you are aware and working on the issue.
Use simple, clear language and provide regular updates to all stakeholders.
Document all actions taken and lessons learned for future reference.
Conduct post-mortems to identify improvements and prevent similar incidents.