Every company needs a plan for when things go wrong. I've written these plans many times now, and every time I've wished for a reference that reflects the way companies actually work today.
So here it is — our many years of collective knowledge and experience distilled into a practical guide for your whole organisation. Enjoy!
We’ll begin with our thoughts about on-call, including what it means, who’s involved and how it should be compensated.
We’ll explain some basics including what an incident is and how to measure the impact of incidents.
We’ll cover the typical stages of an incident from start to finish, and how to collaborate effectively throughout.
Finally, we’ll look at what happens after an incident — how to reflect, learn and grow following an incident.