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What Big Tech Companies Can Teach Us About Incident Management

Published on June 5th, 2023 by

An incident can strike any organization, and how well it manages the situation can make all the difference between swift recovery or prolonged downtime. Incident management is a process that outlines the steps and procedures for responding to and resolving incidents. In this article, we'll explore the basics of incident management, including best practices and what big tech companies do.

##What is incident management?

Incident management is the process of identifying, analyzing, and resolving incidents that impact an organization's operations, services, or systems. Incidents can be anything from cyber-attacks to natural disasters to system outages. The primary goal of incident management is to minimize the impact of an incident and restore normal operations as quickly as possible.

##Best practices for incident management

Effective incident management requires a well-defined process and clear communication channels. Here are some best practices for incident management:

Have an incident response plan: An incident response plan outlines the steps and procedures for responding to incidents, including roles and responsibilities, communication protocols, and escalation procedures.

Establish communication channels: Ensure that you have multiple communication channels in place, such as email, phone, and messaging, to keep all stakeholders informed during an incident.

Prioritize incidents: Establish a system for prioritizing incidents based on severity and impact on operations. This can help ensure that critical incidents receive the appropriate level of attention and resources.

Monitor incidents: Use monitoring tools to track incidents in real-time, providing up-to-date information on the status of the incident and progress toward resolution.

Conduct post-incident reviews: After an incident, conduct a review to assess the effectiveness of the incident response and identify areas for improvement.

##What do big tech companies do?

Big tech companies like Amazon, Google, and Microsoft have robust incident management processes in place. These companies invest heavily in incident management to ensure that their services are always available and operating at peak performance. Some of the best practices that big tech companies follow include:

Preparing for the worst: Big tech companies regularly conduct simulations and drills to prepare for potential incidents, including cyber-attacks and natural disasters.

Automating incident response: These companies leverage automation to quickly respond to incidents and reduce the time it takes to resolve issues.

Prioritizing communication: Clear and concise communication is critical during an incident. Big tech companies prioritize communication, providing frequent updates to customers and stakeholders.

Conducting post-incident reviews: Big tech companies conduct detailed reviews after incidents to identify areas for improvement and make changes to their incident management processes.

Investing in incident management teams: Big tech companies have dedicated incident management teams responsible for monitoring, analyzing, and responding to incidents.