Process Library

Operational Incident Response

A calm, sequenced response to an operational incident that contains impact first, communicates clearly, and learns afterward.

Operations 6 steps
When to use

When a delivery, service, or process failure is affecting customers or the team.

Trigger
Runs when: An operational incident is detected

The procedure

6 steps

  1. Declare the incident and name a single incident lead.
  2. Assess and state the impact: who is affected and how badly.
  3. Contain first; stop the bleeding before chasing root cause.
  4. Communicate status on a fixed cadence to affected parties, even when there is no new news.
  5. Resolve, confirm the fix holds, and stand the incident down.
  6. Run a blameless review within 48 hours and convert lessons into preventive actions with owners.
Outputs
  • An incident timeline
  • Status communications sent on cadence
  • A blameless review with preventive actions
Tools
Incident channelStatus page or emailPostmortem doc
Note: Communicate on cadence even when there is nothing new. Silence during an incident reads as loss of control.
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