A Framework for Incident Response

A Framework for Incident Response

Changing the Narrative around Incidents from Blame to Learning


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In this paper, we will help you improve your overall organizational response to incidents with the following framework: Prepare, Respond, Review. We’ll help you point the northstar toward the ideal state and change the narrative about incidents from one of blame to one of learning over the long term. We’ll provide real-world, right-sized patterns and examples that can be used for incremental improvement to change behavior with a view to a long-term investment. We’ll also give pragmatic and tactile practices and patterns, with examples from some of the top practitioners and companies, to address a complicated topic that is hard to cover well.


Shaaron A. Alvares, Senior Agile & DevOps Transformation Coach, T-Mobile
Josh Atwell, Sr., Technology Advocate, Splunk
Jason Cox, Director, Platform & System Reliability Engineering, The Walt Disney Company
Erica Morrison, Executive Director, Software Development & Operations, CSG Interantionl
Scott Prugh, Chief Architect & SVP Engineering, CSG International
Randy Shoup, VP Engineering and Chief Architect, eBay