Incident Management for Operations - Helion
ISBN: 978-14-919-1779-4
stron: 174, Format: ebook
Data wydania: 2017-06-20
Księgarnia: Helion
Cena książki: 109,65 zł (poprzednio: 127,50 zł)
Oszczędzasz: 14% (-17,85 zł)
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
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Spis treści
Incident Management for Operations eBook -- spis treści
- Foreword
- Preface
- Conventions Used in This Book
- OReilly Safari
- How to Contact Us
- Acknowledgments
- 1. Evaluating the Incident Response PROCESS
- Predictable
- Repeatable
- Optimized
- Clear
- Evaluated
- Scalable
- Sustainable
- Summary
- 2. The Incident Management System (IMS)
- Overview of Incident Command
- The Culture of Incident Response
- Common Terminology for Job Functions
- Summary
- 3. The Incident Commander (IC)
- Resolving the Incident
- Communication Methods
- Incident Commander to single resource (SME)
- Incident Commander to group
- SME to SME, or group discussion
- Communication Methods
- Developing the Incident Action Plan
- Size Up the Incident
- Initial actions
- Triage
- Act
- Information stewardship
- Review
- Size Up the Incident
- Its All About TIME
- Tone
- Interaction
- Responder personality types
- The Awesome Contributor
- The Quiet One
- The Naysayer
- The Overbearing One
- The Over Explainer
- The Joker
- The Uncertain Contributor
- The Gunslinger
- The Interrupter
- The Grenade Thrower
- The Chicken Little
- The Lurker
- The Jumper (to Conclusions)
- The Tunnel Rat
- Responder personality types
- Management
- Engagement
- Summary
- Resolving the Incident
- 4. Scaling the Incident Response
- Incident Response and Escalation
- Span of Control
- Transfer of Command
- Summary
- 5. Unified Command (UC)
- UC in Action
- The UC Planning Wheel
- Planning Wheel in Action
- UC Org Chart
- UC Case Study
- Launching UC: The Programmatic Backend
- Key UC Positions and Checklists
- Unified Command leader (UCL)
- On-call executive (OCE)
- Group leader (GL)
- Key UC Positions and Checklists
- Summary
- 6. After Action Review (AAR)
- The Name Is Important
- AAR as an Integrated Effort
- AAR Documentation and Data Collection
- Documenting an Incident: A Case Study
- Timeline
- Case Study AAR
- Training
- Accountability
- Leadership
- Empowerment
- Notification
- Trust
- AAR Case Study: The New SME
- Issue Identified During the AAR
- Change Recommendations from the AAR
- Summary
- Index