The complete resource to going on call for teams and managers. Feel free to use this as a base for training in your own organization. As your company grows, your response will need to change. Clear instructions are more important than concise instructions. IC: Is this going to disable the service for everyone? What actions can we take? Service providers acting on our behalf are obliged to adhere to confidentiality requirements no less protective than those set forth herein and will only receive access to your PII as necessary to perform their functions. Are there any strong objections? They are now the Incident Commander for this call. You are not required to provide any personal data to PagerDuty but if you do not provide any personal data to PagerDuty, you cannot use the Online Services. So simply remind folks of this in order to get things back on track: IC: We do not discuss incident severity during the call. Goal of incident response. Stating it that way made it very clear. It worked great when we only had 5 engineers, less so when we had 50. We need to do a postmortem. It's a little more verbose than "Can someone investigate the cause? Probably not. We want things to be calm and organized. While we wait for [X], here's an update of our current situation. Always favour clear communication, even if takes a little bit longer. Backup IC can you please page the backup on-call for [service] so that we can get an answer. Docs Reference. Identify the risks associated with each of those actions. How can you change the process to make it better? Build an effective communiction strategy for your internal stakeholders during major incidents. PagerDuty is certified with the EU-U.S. and Swiss-U.S. Privacy Shield maintained by the U.S. Department of Commerce and our participation status can be viewed here. What has happened, when it happened, and the key decisions that have been made. Ask your experts what they want to do. Every incident is different (we're hopefully not repeating the same issue multiple times! Update them with anything you feel appropriate. This guide will help you get started. While remediation steps are being carried out, it's important to provide status updates, not just to responders, but other stakeholders within the organization. Normal/Emergency. Do you wish to take command? PagerDuty University offers a unique blend of product and thought-leadership certifications, focused on skills that are highly sought after in todays digital world. The process and roles will grow and shrink to fit the size of the incident at hand. If you have the choice between taking 5 seconds and abbreviating, or taking 30 seconds and making it clear, take 30 seconds. The word "commander" makes it very clear that you're in charge. If a decision needs to be made, it comes down to the IC. If problems persist, begin again from the size-up step. But we've seen quite the opposite, people are pretty good at policing this themselves. Try not to get tunnel vision or chase red herrings. But it's important that no one can come later and object to the plan, saying things like "I knew that would happen". All of the roles in the response process can be mentally fatiguing. This makes it clear to the executive that they have the option of being in charge and making decisions, but in order to do so they must continue as an Incident Commander. Delete certain personal information we have about you. Not both. The way we phrased it though is important, the word "strong" subconsciously instills in people that we're still in an incident situation, and normal concerns might not apply. It's not "John said this, Mary said this". Uh oh, an executive has joined the response and is trying to override the ICs decisions. 053. hearing nothing, this is X, I'm the Incident Commander". At PagerDuty, we run something called Failure Friday where we purposefully inject failure into our systems to test their resilience. I said "Can someone". THESE TERMS APPLY ONLY TO WEBSITE ACCESS. Operations, Support, and Rich, please stay on the call. Our Website, Services and Apps are collectively referred to in this Privacy Policy as our Online Services. So as your website traffic drops, the severity increases. We size-up the situation, stabilize things (that's the loop we just showed), keep everyone updated as to what's going on, then verify the situation is fixed before ending the response. Or after-action review, learning review, retrospective, incident report, etc. Keep conversations short. Whether there's 25 cents on the line, or 25 billion dollars. Once handing over your role to someone else, you should leave the response call and all associated chat rooms. Only twice have we had it be a false alarm, and both times it was warranted based on the information available at the time. You want your definition to be simple, no more than a sentence, and easily understood by anyone. You can also watch a video of an even older version of this course if you prefer. We want to make sure we always use clear language. What is incident response? Finally, you want to practice your incident response process as much as you can. Yeah, turns out it's about 10 minutes. Once we've made a decision, we need to gain consensus for our plan. If by some chance, someone actually did do it, you won't know who it is anyway, or if they've even started. They are by default the highest-ranking individual on any major incident call, regardless of day-to-day rank. ", you'd get people speaking over each other, you'd have quiet people not speaking up, etc. Several important things happened in this exchange as I was assigning the task. Use #pagerdutycertified when sharing on social media after earning it. The Deputy for an incident is generally the backup Incident Commander. We may transfer PII (including personal data about residents of the EEA and Switzerland) to our vendors, consultants and other service providers who need access to such PII to carry out work on our behalf. We use Slack for this, and the Scribe will be writing down notes into a Slack room, which gets us nicely timestamped data. Finally, I confirmed that they had understood the instructions and are going to carry them out. The Incident Commander is the decision maker during a major incident; Delegating tasks and listening to input from subject matter experts in order to bring the incident to resolution. However, these good intentions can still derail your response process and demotivate responders. 1. When you get tired you start to forget things and make mistakes, so it's important to try and keep a fresh perspective as often as you can. If someone made a mistake, you just spent lots of money training them to never do it again. Knowing these now will save you the headaches and growing pains we went through. Then after the time is up, we can simply ask for the results of their task. With respect to personal data received or transferred pursuant to the Privacy Shield Frameworks, PagerDuty is subject to the investigatory and enforcement powers of the U.S. Federal Trade Commission. We're not trying to shame people or make them feel bad, we're trying to keep our incident moving towards a resolution. Play a game of "Keep Talking and Nobody Explodes" with other people in the office. You will also be required to communicate your intentions and decisions clearly so that there is no ambiguity in your commands. So I dont come back in 5 minutes and find they never started, or have additional questions. You're being disruptive. Please stop, or I will have to remove you from the call. This can lead to confusion and misunderstandings which will ultimate increase the response time. We can't release these calls, so for everyone else, here are some short examples from popular culture to show the techniques at work. Whether this works for you will depend on your organization. If you're ever in that situation, you want to point to someone and say "You, call 911". While technically true, we want to be sure we give a chance to listen to any potential problems our experts may have with the plan. We also will take reasonable steps to verify your identity before responding to a request. 036. Well, use your own name and not mine, but you get the idea. Shine the Light Disclosure: The California Shine the Light law gives residents of California the right under certain circumstances to request information from us regarding the manner in which we share certain categories of personal information (as defined in the Shine the Light law) with third parties for their direct marketing purposes. Incident Response Training - PagerDuty Incident Response Documentation It's no good asking for strong objections then moving on. Didn't I say earlier that the IC is basically a dictator and everyone should follow their instructions? So what do you do when things break in the middle of the night? It's a natural reaction to panic in these sorts of situations a little bit. There can be big egos and strong opinions. Yes, that's right, we play video games at work. This one definitely wasn't said by anyone at PagerDuty ever. But you need someone on the hook for making sure it gets finished. Search and filter for services. We didn't start with this many roles, and we don't have people filling all the roles in every incident. Your job as Incident Commander is to coordinate the response, not make technical changes. What they say goes. Are there any additional actions or proposals from anyone else at this time? Waking up 30 engineers at 3am causes untold damage. It can be applicable to many different things in your life, whether it's staying calm after a fender bender on the highway, or jumping into action to help during a major natural disaster. We do not engage in activities that would be considered sales under the CCPA. incident-response-docs/incident_commander.md at master PagerDuty relying on a formal decision by the European Commission that a certain country ensures an adequate level of protection for personal data (a full list of such decisions may be accessed online here: entering into appropriate data transfer agreements based on language approved by the European Commission, such as the Standard Contractual Clauses (2010/87/EC and/or 2004/915/EC), which are available upon request at privacy@pagerduty.com; implementing appropriate physical, technical and organizational security measures to protect Personal Data against accidental or unlawful destruction, accidental loss or alteration, unauthorized disclosure or access, and against all other unlawful forms of processing; and. There are other things than can hinder your response though that don't fall under the category of executive swoop. This typically happens when an engineer is the IC, and the incident is something to do with a system they helped to build. It was originally called The Drunk Engineer, but again, I was asked not to put that in the slide. Next we have the Customer Liaison. If customer support gets lots of requests very quickly, it's a good sign there's something wrong, and we need them to be able to raise the alarm. We can either get you that list, or fix the incident. Too many acronyms and internal lingo will upset newcomers and adds cognitive overhead. See configuration changes made to your account, enabling both operational visibility and compliance. We've found that lowering the barrier to triggering incident response has lead to a dramatic increase in the speed with which incidents are resolved. We do not discuss incident severity during an incident call, as we treat an incident as the highest severity we think it could be. IF YOU DO NOT AGREE WITH THESE TERMS, YOU MAY NOT ACCESS OR USE OUR WEBSITE (THE WEBSITE). Here's a clip from the movie Apollo 13, where Gene Kranz (Flight Director / Incident Commander) shows some great examples of Incident Command. As with assigning other tasks, you also want to give them a deadline, and make sure they've understood that they're responsible for completing the postmortem. For example, we need certain information in order to provide our services to you. A detailed outline of response processes for technical incidents practices by PagerDuty and our leading customers. In such instances, we use aggregate data that cannot be used to reasonably identify any individual and which contains no PII. BY ACCESSING THE WEBSITE AND ITS CONTENT YOU AGREE TO THESE TERMS. It may add a few minutes to the start of an incident, but it makes it go smoother and quicker overall. We have a separate Slack channel for incident updates, to which the Internal Liaison will post regular status updates, and answer any questions from the rest of the organization. We have published our entire incident response process online. Your privacy is of the utmost importance to PagerDuty, Inc. (PagerDuty or we) and we take our obligations regarding your privacy seriously. The latest version is now part of our PagerDuty University courses. One of the best ways we found to increase the pool of Incident Commanders is to encourage folks outside of normal engineering teams to take on the role. Save searches and filters for quick access to common queries. Either they will have a pre-existing team structure they can utilize, or they should take the initiative to assemble a team on their own. The current process should be followed, and any concerns should be raised afterwards, either during a postmortem or directly to the team managing the incident response process. Those who wouldn't normally be part of an on-call rotation. At PagerDuty it's the difference between a SEV-3 and SEV-2, but it may be different for your organization. Learn how your teams can use PagerDutys AIOps to reduce noise, automate manual work, and resolve incidents faster. If you need a representative from a team, just ask on the call. No second chances, follow through on the action if they dont respond. If each of those people cost ~$100/hour, thats $10K every hour! Incident Commander - PagerDuty Incident Response Documentation It elevates stress, and causes others to panic. Lets talk about some anti-patterns. Obviously these are very different scenarios. The executive is merely trying to motivate staff and encourage them to solve the problem quickly, right? The Incident Commander is the decision maker during a major incident; Delegating tasks and listening to input from subject matter experts in order to bring the incident to resolution. Please stop, or I will have to remove you from the call. Again, this is just our definition at PagerDuty, feel free to use your own. Some guides will recommend the first person who joins acts as the Incident Commander, regardless of training. - Ask "Is this affecting multiple services?". Itll end up hurting your incident response a lot more. Oh dear, thats not good. The PagerDuty Certified Incident Responder examination is intended for individuals who have the knowledge and skills necessary to effectively demonstrate an overall understanding of the Incident Command System and Incident Response Process. These are the hardest changes to make, but ultimately the most worthwhile. They knew how to fight fires individually, but lacked a common framework to work effectively as a larger group. Removing the restriction on technical knowledge led to a dramatic increase in our pool of available incident commanders, and didn't have any effect on our ability to respond to incidents. For a long time our Deputy and Scribe would be the same person. Get certified for free (and support a good cause!) - PagerDuty Do we use the same IC for a 12 hour incident? I'm not on our sales team, and this isn't a talk about how to use PagerDuty to manage your incidents (although obviously it would be awesome if you did). That would be great, thanks! Please continue any follow-up discussion on Slack. This isn't going to be like in the movies, where you ask how long someone needs, they say two hours and you slam you fist on a table and say "You've got one!". But my advice if you can't decide between two options is to literally flip a coin. I just wanted to demonstrate how we do it to give you an idea. Just try not to outwardly show panic, because it will cause others to do the same. We do not discuss incident severity during the call. This is where I would usually get few people from the audience nodding or quietly saying "Yes". We adhere to the EU-U.S. Privacy Principles and Swiss-U.S. Privacy Principles with respect to the personal data of residents of the European Economic Area (EEA) and Switzerland respectively who access and use our Online Services and whose personal data we collect in reliance on each Privacy Shield Framework. What's happening, what are we doing about it, etc. So far I'm hearing two options to proceed: 1) [X], 2) [Y]. It turns out that the first step in any incident response is always the same, whether you're a small startup or a large enterprise. If you have provided consent for cookies that are not strictly necessary, direct marketing emails or other data processing based on your consent, you have the right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal. Remember that the IC is the ultimate authority in incident response, their decisions are the ones that matter. . If the on-call IC joins later, you may hand over to them at your discretion (see below for the hand-off procedure). The most surefire way to make sure a postmortem doesn't get completed is to assign it to a team instead of a specific person. Identify yourself by name and state that you are the "Incident Commander" and not "IC", as newcomers may not be familiar with the terminology yet. So now we have a rule. By the time we were finished, we would be 10 minutes into a SEV-1 and have made no progress. This keeps those questions out of our main response, but allows people to still get answers. Remember, the IC isn't coming up with solutions, we want to ask the people who are the experts for their services what they want to do to. Summarizes the situation, and states the facts. Ok everyone, we're ending the call at this time. Note how this isn't phrased as a question, it wasn't "We can either get you that list or fix the incident, which do you want?". Docs Reference. Making sure your executives understand why these things are a problem is important, so be sure to followup after an incident if these things happen. Airline industry. Shameless plug: If you're interested in our longer courses on this and other topics, including how to use PagerDuty to do it, we offer a variety of different training programs as part of PagerDuty University from private full-day courses at your own offices, to public instructor-led training. Learn how to build a culture of blamelessness. Something that would be considered completely unacceptable during normal operations, such as deploying code without running any tests, might be perfectly acceptable during a major incident when you need to restore service quickly. PagerDuty Event Intelligence Certification Details. Want to know how incidents are impacting your business? So now that we have consensus, we need to execute the plan, that means assigning the task to someone. It can be harsh, but thats what needs to be done. As an Incident Commander (or Deputy), you should be prepared to brief others as necessary. Let's start with a quick question. But providing them too frequently can cause things to get out of hand. The CCPA provides certain rights if a company sells personal information, as such term is defined under the CCPA. Docs Reference. We want to solve the problem in a way which limits the damage caused, and reduces the recovery time and costs. It's also customary to thank everyone. The following chart details the categories of personal information we collect, the sources of such personal information, and how we use and share such information for business purposes. If you name and shame people in a postmortem, it demotivates everyone. It demotivates responders, and wastes time. For most of you it's probably going to be somewhere in the middle. Identify any actions you can take to alleviate the issue. It's already hard enough to get people to want to be an IC, so don't add further unnecessary restrictions to your pool. Everyone on the call be advised, I'm handing over command to executive A. Another one that's definitely never been mentioned on any PagerDuty incident response call ever. Their decisions made as commander are final. Be prepared to adjust your plan if new information is presented. You cannot take on another role at the same time as being an Incident Commander. If it takes 5 minutes to write an update, and they want an update every 5 minutes, you can start to see how long it's going to take to solve the incident. Sometimes there's an obvious path forward, with one option being clearly better. Legal Basis of Processing. Stakeholders are not allowed to talk on our response call, or in our main incident response chat room. Postmortems are an important followup action and should never be missed. ", you'll find that no one does, because everyone assumes someone else is doing it. This is a snapshot of what the training looked like in 2018. The postmortem should be "Why is our system configured in a way which allowed a single user to delete the entire database?". No one person should have more than ~7 people reporting to them. 074. If you can spare the resources, then feel free to dedicate some to finding the information. Holding on to your old processes and practices for too long can hinder your incident response going forward. We have partnered with Credly to distribute digital badges to our certificate holders, so you can show off your accomplishments across multiple platforms for maximum visibility and recognition. The bottom line is to practice as much as you can, so that when you do have the inevitable incident, your response is just routine. The complete resource to going on call for teams and managers. We have developed this Privacy Policy to describe how we collect, use and disclose your personally identifiable information (PII or personal data) when you access or use our website at https://www.pagerduty.com (Website), our Software-as-a-Service Information Technology on-call schedule management, alerting, and incident tracking services (Services) and any mobile application that we operate and which includes a link to this policy (Apps). The way you operate, your role hierarchy, and the level of risk youre willing to take will all change as we make this shift. Ok everyone, can we all speak one at a time please. You cant fire your way to reliability. If you introduce yourself by name people will treat you differently and it'll help to make things go a little bit smoother. Many people are hesitant to take on the responsibilities of being an IC in addition to their current work and on-call responsibilities, which is a perfectly valid concern. I'm not an emotionless robot. This is one of the most useful phrases in your toolkit as an IC as it allows you to get consensus on a decision very quickly, and prevents the hindsight problem from popping up later. - Say "A, please perform B, I'll come back to you in X minutes. I'm going to introduce the roles one by one, but I don't want you to get scared by the number that will be on the slide by the end. I'm not joking. Open source security training used at PagerDuty - adaptable for your own technical and non-technical teams. Being overly focussed on an issue. IC: Stop. When a trusted SME provides information counter to what everyone else is saying, asks for additional clarification ("What do you mean, everything? Keep your comments until the end. ", but it's a lot clearer what I want to happen. It may turn out to be a SEV-4, who knows, it doesnt matter. They are now the Incident Commander. Act calm, and others will follow suit. Hearing no objects, we are proceeding with this proposal. Simple! We want to make sure we stop the hindsight 20/20 problem. As an Incident Commander you will need to recognize and respond to these situations. Sharing information during an incident is a critical process. Docs Reference. But gaining consensus amongst a large group of people can be a bit difficult. Anyway, with that, I'll leave you with a quick summary of the main things we discussed today. Don't make the mistake of neglecting a postmortem after an incident. It is sometimes appropriate to get more information by waiting and seeing what changes. ", "How confident are you it will work?". See how much faster that was? Docs Reference. Personal Data Transfers outside of the EEA. Are there any strong objections? If you have nothing but bad options, pick one and proceed. Once youve spun up the gears of incident response, you may as well finish the process, if anything it just gives you all more practice. So how do we let humans trigger the process? But more often than not you wont have the resources to spare. You can use the Online Services without consenting to cookies that are not strictly necessary or direct marketing emails; the only consequence is that our Online Services will be less tailored to you or you will not receive our marketing emails. Don't assign things to a group, because they won't get done. Theres no golden rule here I can give you, itll be up to context and your company culture. We are currently in a SEV-1 situation, we believe to be caused by [X]. They're training as an IC and will be listening to all the same information. We have a top tip here, a great question to keep in your tool belt as an incident commander. NIMS and ICS are the basis of the process we use at PagerDuty, however we have heavily modified it for our needs. Triggering incidents via chat. We're only human after all. What isnt working out well? Improve incident response by learning how to ensure responders have optimal notification rule configuration. We also play a game called Keep Talking And Nobody Explodes. The importance of them: who, what, when, why, and how to create a postmortem report in PagerDuty. In my own life I've regularly compared the role of a parent with that of an Incident Commander. This means the SME knows exactly how long until I come back to them for an answer, so they wont be surprised or caught off guard. We're trying to get an idea of the scope of the incident. Making a decision, even if it's the "wrong" one will give you more information. Is it a smooth and streamlined process, or is it a lot of people talking over one another? Dive deeper into the roles, responsibilities, and documentation necessary to support your incident response process, PagerDuty Foundational Practitioner Certification Details. If you have a right to object and you exercise this right, your personal data will no longer be processed for such purposes by us. Can someone keep track of time for me? What is a major incident? Learn about notification settings so that you are notified appropriately, Learn how to edit an existing team in PagerDuty, Learn how to subscribe to business services to get updates, Learn how to update the owner of your PagerDuty account, Learn how to delete users from your PagerDuty account.
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