Sunday, 4 July 2021

Incident Models

An incident model is a means to streamline & standardise the troubleshooting of critical business systems. As a guide it should include the following information:

  • Overview of the system or application
  • Topology diagram(s) and/or list of devices
  • Flowchart for the incident handling process, with checkpoints and/or milestones
  • Template for notifications to the business or stakeholders
  • Basic troubleshooting commands
  • Links to support contracts & contacts


Additional information can be included, such as links to in depth troubleshooting guides, the original design documentation or configuraton backups. Sometimes I like to include keywords that may be mentioned in tickets related to this system, to help 1st line staff quickly triage an incident & apply the appropriate incident model.

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