Incident Management Workflow
Incident Identification:
- Description: It goes without saying that the first step is lifting the edge when something’s not right. That could be through our monitoring systems, a user’s feedback as well as through automatic alarms.
- Responsibility: IT experts may respond, monitoring tools be used, users be tricked or the hacker become trapped in the technological labyrinth.
Logging:
- Description: When we realize that there is something wrong about it, we should then put into record all the data that are significant to the problem. The follow-up will also entail in detail what happened, when, and the possible outcomes on the system or service delivery.
- Responsibility: It might be IT personnel on duty or designated incident responders who ensure that all NIDs get recorded correctly in case of a possible data breach.
Categorization:
- Description: After that, we assign them to different groups according to what type the event is and how critical it is. This is also an important designer instrument that helps it decide what to focus on the most and how to manage it.
- Responsibility: The manager or employee subordinate assigned to incident handling classify incidents into their respective category or marker assigned by predefined criteria, hierarchical schemes, or templates.
Prioritization:
- Description: Newsrooms sort the incidents that are the most critical and demanding then. We always prioritize the issues that carry bigger situations in the company.
- Responsibility: The matter of incident (manager) or incident response team which comes up with priorities by initiating predefined criteria or service level agreements (SLAs) or business objectives.
Response:
- Description: Got it, now I will call the repair service or go to the near customer care. Our aim is to reduces the extent of the amount of damage done and restore the situation to as it was before. This can appear as changing our situation by using short fix, experts consultation or applying solutions we are already using to the problem site.
- Responsibility: The security staff members, incident response group, IT support parties or subject matter experts tend to spearhead remediation procedures and put the policies into action and accordingly.
Diagnosis:
- Description: Along the process of sorting it all out, we heavily rely on our past experiences and review what should have been done before. These self-exploring, problem-solving approaches might require delving into logs or checking off which production element has the issue, that is, the cause of the problem.
- Responsibility: The technical experts, system administrators or incident response teams read the event data carefully and every one of them tried to find out the reason for incident properly as a diagnose.
Escalations:
- Description: If we cannot fix something right away, or if we need somebody’s assistance, we report for a higher authority. In this case, we will probably engage senior or middle management, bring more support groups on board, or even hire outside experts if needed.
- Responsibility: The clear incident manager or delegate personnel resort to the escalation phase after they have reached the established escalation criteria and procedures.
Revolutions and Recovery:
- Description: If we know the reason that a disease is occurring and what we can do to prevent it, we will work at it until it is fixed forever. Gladly, we go back to the way like before fast and examine everything to ensure it won’t repeat.
- Responsibility: Technical team and/or system administrators can work together with or through the vendors t0 execute resolution actions appropriate to the situation, and ensures that all services are up and running.
Closure:
- Description: After the incident is settled, it officially ends on the incident management system disclosing it. The closing of the incident necessitates a revision of the incident-record tag with a resolution status, documenting lessons learned, and obtaining users’ confirmation or feedback.
- Responsibility: The incident manager or whoever is responsible can verify the problem is solved, and then the incident record can be closed and, information regarding the issue has ended, can be provided to stakeholders.
What is AWS Incident Manager?
In an increasingly fast-changing web world, cloud services’ continuity, dependability, and security are among the elements that organizations should possess. AWS (Amazon Web Services), the major cloud service provider, based on its advanced bucket of tools and services helps to overcome these problems. Among them, the AWS Incident Manager positions itself as a key player in improving event management effectiveness. This post is going to walk you through what AWS Incident Manager is all about, including its importance, implementation strategies, and answering popular questions in the process.