Incident Management For Operations

Are you satisfied with the way your company responds to IT incidents? How prepared is your response team to handle critical, time-sensitive events such as service disruptions and security breaches? IT professionals looking for effective response models have successfully adopted the Incident Management System (IMS) used by firefighters throughout the US. This practical book shows you how to apply the same response methodology to your own IT operation. You’ll learn how IMS best practices for leading people and managing time apply directly to IT incidents where the stakes are high and outcomes are uncertain.

Are you satisfied with the way your company responds to IT incidents? How prepared is your response team to handle critical, time-sensitive events such as service disruptions and security breaches? IT professionals looking for effective response models have successfully adopted the Incident Management System (IMS) used by firefighters throughout the US. This practical book shows you how to apply the same response methodology to your own IT operation. You’ll learn how IMS best practices for leading people and managing time apply directly to IT incidents where the stakes are high and outcomes are uncertain. This book provides use cases of some of the largest (and smallest) IT operations teams in the world. There is a better way to respond. You just found it. Assess your IT incident response with the PROCESS programmatic evaluation tool Get an overview of the IMS all-hazard, all-risk framework Understand the responsibilities of the Incident Commander Form a unified command structure for events that affect multiple business units Systematically evaluate what broke and how the incident team responded

This book will help IT and business operations managers who have been tasked with addressing security issues. It provides a solid understanding of security incident response and detailed guidance in the setting up and running of specialist incident management teams. Having an incident response plan is required for compliance with government regulations, industry standards such as PCI DSS, and certifications such as ISO 27001. This book will help organizations meet those compliance requirements.

Terrorism threats and increased school and workplace violence have always generated headlines, but in recent years, the response to these events has received heightened media scrutiny. Critical Incident Management: A Complete Resource Guide, Second Edition provides evidence-based, tested, and proven methodologies applicable to a host of scenarios that may be encountered in the public and private sector. Filled with tactical direction designed to prevent, contain, manage, and resolve emergencies and critical incidents efficiently and effectively, this volume explores: The phases of a critical incident response and tasks that must be implemented to stabilize the scene Leadership style and techniques required to manage a critical incident successfully The National Incident Management System (NIMS) and the Incident Command System (ICS) Guidelines for responding to hazardous materials and weapons of mass destruction incidents Critical incident stress management for responders Maintaining continuity of business and delivery of products or services in the face of a crisis Roles of high-level personnel in setting policy and direction for the response and recovery efforts Augmented by Seven Critical TasksTM that have been the industry standard for emergency management and response, the book guides readers through every aspect of a critical incident: from taking initial scene command, to managing resources, to resolution, and finally to recovery and mitigation from the incident. The authors’ company, BowMac Educational Services, Inc., presently conducts five courses certified by the Department of Homeland Security. These hands-on "Simulation Based" Courses will prepare your personnel to handle any unexpected scenario. For additional information contact: 585-624-9500 or [email protected].

Taking the approach that experience is the best teacher, Large Scale Incident Management is the first book of its kind to use a major, real-life, contemporary event to teach key incident management concepts. The book places readers in the Incident Commander seat for the EQ chemical fires that occurred in Apex, North Carolina, in October 2006: an event that lasted three days, shut down an entire city, and displaced 17,000 citizens. Using this large-scale incident as a running example of how critical components of successful incident management are actually applied in real life, it provides detailed insight into important topics in the field. Coverage begins with pre-planning and preparation, emergency plan development, and conducting community hazard assessments, and then progresses to implementation of the National Incident Management System (NIMS) as a part of daily operations, incident action plans, and complex NIMS for large catastrophic events. With this unique, real-life approach, the book is both engaging and instructional, leaving readers with a solid understanding, not only of large scale incident management concepts, but also how to apply them.

"Incident Response is a complete guide for organizations of all sizes and types who are addressing their computer security issues."--Jacket.

There are numerous books on incident management from different best practices, but few that provide a comprehensive guide to major incident management for information technology IT. The ITIL� IT Operations Manual has 3 paragraphs dedicated to major incident management. Major incident management has become a career choice as many businesses employ specialists responsible for returning services to normal as soon as possible after a major incident while minimising impact to the business. Hence, this book has been written focusing on those elements of major incident management which were not covered in this level of detail by best practice frameworks or by other authors. This book has been written considering the challenges faced by major incident managers focusing on the definition and establishment of a major incident management process, roles and responsibilities, skills, showing value through matrices and self-management tips and tricks during a major incident.This book takes the reader through all aspects of major incident management:1. Introduction to Major Incident Management - A high level introduction discussing what a major incident is and what major incident management is and is not.2. Defining What Constitutes a Major Incident - Rules for assigning priorities to Incidents, including the definition of what constitutes a major incident as agreed between IT and the business. It outlines sequential steps could help define which incidents should trigger the invocation of the major incident process.3. Define Interfaces with Other Functions - Defines the relationship with all stakeholders, building the cross-functional team.4. Define the Engagement and Escalation Plan - Processes that need to be in place to ensure rapid engagement when a major incident is reported.5. Major Incident Management Tools and Infrastructure - These will enable efficient, effective and rapid resolution of major incidents.6. Define the Major Incident Management Process - The sequence of steps that should occur following a major incident being reported. This includes process flow charts and the definition of roles and responsibilities.7. Roles and Responsibilities - Agreed and defined responsibilities for all of the cross-functional major incident management team members.8. Communication Plan - Defined and agreed plan to communicate a major incidents status across all stakeholders,9. Post Major Incident Review - Identify lessons learnt to enable continuous service improvement and handover to problem management.10. SLA's, OLA's and UC's - Defining and agreeing the major incident management service level agreements with the business and the operating level agreements and third party underpinning contracts required to support these agreements.11. Major Incident Management Matrix - Measuring performance against service level agreements and key performance indicators.12. Major Incident Manager Self-Management - Tips and tricks for the major incident manager to manage the incident as effectively and efficiently as possible in stressful scenarios.

Developed and implemented by the United States Department of Homeland Security, the National Incident Management System (NIMS) outlines a comprehensive national approach to emergency management. It enables federal, state, and local government entities along with private sector organizations to respond to emergency incidents together in order reduce