Simulated Incident Call Recording

Simulated Incident Call Recording

May 26, 2022

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.

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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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