This is a simulated incident call recording based on a real PagerDuty incident from Jan 2017. The purpose of this simulation is to show how Incident Command System principles are applied to technical product outages.

For more information and full descriptions of the responsibilities of the responders, visit https://response.pagerduty.com.

#incidentmanagement #devops #incidentmanagementprocess

Timestamps:

00:00 Intro

00:41 Incident Starts

00:52 Introduction of the Incident Commander

02:18 Introduction of the Deputy

03:15 The Subject Matter Experts join the incident call

05:05 Introduction of the Communications Liaison

07:24 Assigning a dedicated Scribe for the incident

09:55 Creating a status update for customers

12:30 Working through a gap in SME knowledge

17:00 The team continues to work through new errors and finds remediation steps

23:15 As the incident begins to resolve, the team drafts a customer update

25:50 SMEs leave the call and the incident call ends

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