Critical Incident Management

Critical incident management defines the alignment of company operations, services and functions to manage high-priority assets and situations. Coordinated response between multiple teams requires critical incident management.

The first step in defining a critical incident is to determine what type of situation the team is facing. There are multiple severities that can describe an incident. Usually, IT teams will use “SEV” definitions. These severities can range from a severity five (SEV-5), which is a low-priority incident, to a severity one (SEV-1) incident which is high-priority event. Anything above a SEV-3 is considered a “major event” and becomes a critical incident requiring critical incident management.

An organized approach to addressing and managing an incident requires teams to not just solve the incident but also to handle the situation in a way that limits damage and reduces recovery time and costs. Critical to the success of this process is establishing protocols for managing IT roles not just during an incident but also before and after the urgent event.

Leverage OnPage critical alerting to streamline end-to-end enterprise IT incident response. OnPage’s automated alert orchestration ensures that the right on-call engineer receives immediate notice of critical, time-sensitive IT events. The entire system is equipped with:

• Critical alerts that bypass the mute switch on all devices
• Fail-safe, on-call scheduling via a web dashboard
• Alert escalations and redundancies
• Failover reports, audit trails and presence statuses

Critical incident management defines the alignment of company operations, services and functions to manage high-priority incidents.

Download the eBook to learn how your IT team can determine the severity of an incident and remediate critical issues promptly.

With the information from this eBook, you’ll be able to:

• Better manage IT roles before, during and after a critical incident
• Take appropriate measures to remediate critical events
• Use your incident management platform to improve incident response times

Download your FREE eBook below.