Incident Report

In the event that an incident is reported most notably from either an email or a JIRA issue. The first thing we must do is access if the incident occurs on a business critical system and / or if this impacts the business clients. The next consideration is whether this falls under our support hours and related SLA's.

When an incident does happen on a business critical system then we also have to file an official incident report that is then reviewed by the assistant director and ultimately send to the director himself.

CSEP Incident Report –XX/XX/20XX

Incident Report Title

Incident Description

A brief description of the incident along with any supporting material such as a link to confluence or a JIRA issue.

Time Summary

Client Impact

Was there any business client impact and if so for how long?

Incident Resolution

When the incident was resolved what were the series of steps that were done. If possible try to describe why this incident should not occur again.

What Worked Well

A brief description or bullet list of what worked well and how the incident resulted in a learning experience. Can talk about the time to solve, whether it was a collaborative effort, and additional understanding gained.

What Didn’t Work Well

A brief description or bullet list of what didn’t work so well and what could be better improved in the future. This should be a succinct summary that discusses the problem objectively.

Recommendations

A series of recommendations that would in theory prevent the incident from occurring again. This is often given in a series of bulleted items describing concrete steps that can be performed.

Post incident action Items

This section is to be filled in by the Assistant Directors. Please leave blank.