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IT Incident Response

Standard procedure for identifying, escalating, resolving, and documenting IT incidents.

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IT Incident Response
Duration:1–4 hours
Roles:On-call Engineer, Team Lead, Incident Commander
Cadence:Per incident
ITMedium

Steps

  1. 1

    Detect and acknowledge

    Confirm the incident via monitoring alert or user report.

  2. 2

    Assess severity

    Classify as P1 (critical), P2 (major), P3 (minor), or P4 (low).

  3. 3

    Assemble response team

    Notify relevant engineers and assign incident commander.

  4. 4

    Investigate root cause

    Review logs, metrics, and recent changes to identify cause.

  5. 5

    Implement fix

    Apply the fix or workaround to restore service.

  6. 6

    Verify resolution

    Confirm service is restored and monitoring shows normal metrics.

  7. 7

    Communicate status

    Update stakeholders and affected users on resolution.

  8. 8

    Post-mortem

    Document root cause, timeline, and prevention measures.

Customize this template

This template is a starting point. Customize steps, owners, deadlines, and proof requirements to match your exact workflow.

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