Exploring incident response procedures with PagerDuty.


I originally retweeted this information in my account, I often do so with information I want to read but I can not read at the time I find it. When I first skimmed through, what caught my attention was the fact that the organization in this case PagerDuty, was disclosing their internal Incident Response processes. This does not happen very often and I was curious to understand their processes and compare them.

People and processes are always first and they are an increasing impediment to an effective defense of an organization. Cost effective technologies are widely available in the market however, what holds organizations back from having an effective defense is using them effectively thus going back again to people and processes as the center of the discussion.

PagerDuty, “The incident Resolution Platform” has released their internal incident response processes.

“This documentation covers parts of the PagerDuty Incident Response process. It is a cut-down version of our internal documentation, used at PagerDuty for any major incidents, and to prepare new employees for on-call responsibilities. It provides information not only on preparing for an incident, but also what to do during and after. It is intended to be used by on-call practitioners and those involved in an operational incident response process”

It will take you 3 to 4 hours to read comfortably through all the information disclosed and it contains a rich set of topics varying from what is to be on call duty? to Incident Response Roles and skills to Communication Ettiquete.

I  found the following topics interesting as they are considered key in Incident Response.

  • Communication Style and Etiquette
  • Out of band communication and its importance during the incident
  • Management/Stakeholder interactions during critical situations
  • Post mortem report content and importance
  • Team structure and skills

The content released is full of real documentation and procedures, it is backed up with additional references, videos and materials. Probably one of the most interesting ones is the ‘Keep Talking and Nobody Explodes’ game. When I read through the title somehow it came to my mind what it could be and indeed I guessed correctly. This is an essential skill that you need to build to be able to command a call, those coming from tech support or any service phone based role will smile when presented to the topic.

To sum up, this is a very interesting topic which it is often overlooked by organizations in favor of a technological approach. This is real information sharing brought to us by another organization in the same space and whether you are rookie or experienced professional in the field, I believe it will beneficial to go through it as it will help you to build your own processes, capture the essence of the situation and understand what it is expected in a situation such as an incident.

Happy Learning fellow cyber ninjas 😀

ref: https://response.pagerduty.com/

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