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A Framework for Incident Response, Assessment, and Learning

By Shaaron Alvares, Josh Atwell, Jason Cox, Erica Morrison, Scott Prugh, Randy Shoup

Changing the Narrative around Incidents from Blame to Learning

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In this paper, we will help you improve your overall organizational response to incidents with the following framework: Prepare, Respond, Review. We’ll help you point the northstar toward the ideal state and change the narrative about incidents from one of blame to one of learning over the long term. We’ll provide real-world, right-sized patterns and examples that can be used for incremental improvement to change behavior with a view to a long-term investment. We’ll also give pragmatic and tactile practices and patterns, with examples from some of the top practitioners and companies, to address a complicated topic that is hard to cover well.

In this paper, we will help you improve your overall organizational response to incidents with the following framework: Prepare, Respond, Review. We’ll help you point the northstar toward the ideal state and change the narrative about incidents from one of blame to one of learning over the long term. We’ll provide real-world, right-sized patterns and examples that can be used for incremental improvement to change behavior with a view to a long-term investment. We’ll also give pragmatic and tactile practices and patterns, with examples from some of the top practitioners and companies, to address a complicated topic that is hard to cover well.

  • Publication Date 2020
  • Pages 80

Features

  • Improve Your Response

    This paper illustrates a framework for modern organizations to quickly, effectively, and responsibly respond to incidents.

  • Expert Authors

    This paper is written by experienced practitioners and leaders who have led their own incident response teams within large enterprise organizations

  • Practical Guidance

    The papers Prepare, Respond, Review framework offers clear and effective guidance that readers can implement in their own organizations.

  • All Levels

    This paper is written for leaders and technology practitioners in all industries, regardless of their level in the organizational hierarchy.

About the Resource

Shaaron Alvares
Josh Atwell
Jason Cox
Erica Morrison
Scott Prugh
Randy Shoup
Shaaron Alvares

Shaaron Alvares

Enterprise Agility @Salesforce

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Josh Atwell

Josh Atwell

Multi-disciplined marketing and technology leader who has moved from hands on technology to leading marketing and advocacy teams to improve customer enablement and engagement.

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Jason Cox

Jason Cox

Director, Global SRE @ Disney | Speaker | Co-Author of Investments Unlimited

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Erica Morrison

Erica Morrison

Vice President, Software Engineering at CSG

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Scott Prugh

Scott Prugh

CTO @ CSG

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Randy Shoup

Randy Shoup

VP Engineering and Chief Architect at eBay

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