No matter how the incident is detected, your first step should be to record that a new incident is open in a tool for tracking incidents. In an incident management solution such as Jira Service Management, alerting and communication is integrated with your tracking tool.
One of the first things the incident manager (IM) does when they come online is set up the incident team's communication channels. The goal at this point is to establish and focus all incident team communications in well-known places, such as:
Sometimes the initial responders are the ones who resolve the incident. More often than not, those responders need to bring other teams into the incident by paging them using an alerting tool. With Jira Service Management, responders can take their pick as to what alerting method they use, or even use them all in one central location.
After a new incident responder is paged and comes online, the incident manager delegates a role to them. As It’s important they understand what's required of their role, and how to contribute to the incident team quickly and effectively.
There are many moving parts to the incident response process. Keeping track of each step with seamless communication is easy with an incident management tool like Jira Service Management. Centralize alerts and unify teams with flexibility to resolve incidents quickly.