Incident Management for Operations

Preface

Does your company have IT incidents?

Have you ever had a high-severity IT incident that disrupted the service your customers rely on you to provide?

Did that incident damage your company’s reputation, erode trust with your customers or investors, or create adverse business or financial impact?

Was the incident response and resolution slow, unorganized, or poorly managed?

If you answered “Yes” to any of these questions, ask yourself one more question: are you happy with how your company currently responds to IT incidents? If the answer is “No,” then you must be looking for a better way, and this book was written for you.

We will show you a new way to think about responding to and resolving IT incidents. This new way works in small DevOps teams all the way up to the largest enterprise and service provider organizations. Collectively, we have more than 100 years of incident command experience leading special operations teams in busy urban fire departments on the east and west coasts and managing critical infrastructure throughout the United States. We also have specialized incident management experience in more than 40 countries at the highest levels of government and industry. In this book, we identify the best practices from outside the IT industry that have literally undergone trial by fire, and apply the same incident response methodology to the world of IT operations.

For more than 40 years, fire departments throughout the United States have used a framework to organize ...