Operations
Incident management is the process a team follows to detect, respond to, communicate about and learn from an unplanned interruption to a service.
Definition
Incident management is the process a team follows to detect, respond to, communicate about and learn from an unplanned interruption to a service.
An incident starts when something people rely on stops working as it should. The process declares it, sets a severity, names an incident commander, coordinates the fix, and keeps the people affected informed until the service is restored.
The work does not end at the fix. A post-incident review finds the causes and the follow-up actions, and the measures teams track (time to acknowledge, time to restore) show whether response is getting better.
Atlas includes incident management from the Team plan: declare an incident with a severity, keep a timeline, page whoever is on call, send approved email updates to the affected customer accounts, and run the review afterwards.
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