About this interactive
Incidents are stressful: what is the problem, how do I fix it, who do I tell, what are the steps? Preparation takes as many of those questions as possible off the table before anything goes wrong.
The lesson's list:
- Define what an incident is. At the first signs of malfunction? When the system goes offline? When customers report it? Calling an incident sets a lot of work moving, so the line is drawn in advance.
- Procedures: the step by step for validating, escalating and communicating, written down so nobody improvises in the heat of the moment.
- Roles and responsibilities: who troubleshoots (technicians, database administrators, developers), who talks to customers, who manages the response, and when legal, a release manager or public relations come in.
- Tools: documentation, software, hardware and services, and making sure they can be reached when the systems they would normally live on are down.
- Testing and training: test the procedures for flaws, and train people so they can follow them.
It all goes into an incident response plan, and some steps can be automated, for example with a SOAR platform.
About TechKnowSurge
TechKnowSurge builds IT and cybersecurity professionals through hands-on, concept-first training built around real understanding — not memorization. Free interactive tools, structured programs, and 25+ years of real-world experience, all in one place.
Explore free tools and programs →