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Incident
Management
Your Company Name
Content
2
Risk Matrix
Incident Management- Purpose
Incident Prioritization
Incident Severity Level
Team Responsibility
Incident Management Communication Plan
Incident Management Process Flow
Plan in Action
Escalation Process
Time Guidelines
Incident management Best Practices
Content
3This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Risk Matrix
Incident Management- Purpose
Incident Prioritization
Incident Severity Level
Team Responsibility
Incident Management
Communication Plan
Incident Management Process Flow
Plan in Action
Escalation Process
Time Guidelines
Incident management Best Practices
Incident Management- Purpose
4
Problem
Add your company specific text here
Service Request
Add your company specific text here
Incident
Add your company specific text here
Incident Prioritization
1- High 2 - Medium 3 - Low
5
Incident Priority
Impact: People & Service
Severity: Time
Severity
3-Low
User cannot perform a
portion of their duties.
2-Medium
User cannot perform critical
time sensitive functions
1-High
Major portion of a critical
service is unavailable
Impact
3-Low
› One or two personnel
› Degraded Service Levels but still processing within
SLA constraints
2-Medium
› Multiple personnel in one physical location
› Degraded Service Levels at or below SLA
constraints
› Cause of incident falls across multiple functional
areas
1-High
› All users of a specific service
› Personnel from multiple agencies are affected
› Public facing service is unavailable
› Any item listed in the Crisis Response tables
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Incident Severity Level
Extreme
High
Medium
Low
Insignificant
Such incidents can potentially affect the company resources and cause heavy losses
Such incidents may affect the confidentiality of data which can lead to direct loss of business
Such incidents affect the availability of information
Such incidents may affect the confidentiality/ integrity of data however no loss of business as the
company should already be secured against these incidents but constant surveillance is still necessary
Such incidents pose negligible risk to the company
6This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Role Contact Name
Contact
Information
Incident Response Lead
Liason between IT & business units. Create record executive update
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
Incident Response Coordinator
Ensure proper execution of IRP. Validate investigation, containment, remediation and recovery.
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
Legal Lead
Assess legal liabilities and responsibilities during and after an incident. Guide communication with authorities and public
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
Investor Relations Lead
Create and distribute comms to investors around the incident, status and conclusion
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
Public Relations Lead
Translate events into public facing documents. Advise timing and distribution
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
Internal Communications Lead
Create and distribute internal communications regarding the incident. Adhere to obligations for comms to authorities &
interested parties
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
IT Operations Lead
Responsible for all systems/application ops. Manage the technical aspects of response & recovery
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
IT Security Lead
Ensure confidentiality, integrity and availability of information assets. Liaison between outside experts (e.g. Rapid7) and
the internal IR team
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
Loss Prevention Lead
Ensure that physical assets are protected. Act as law enforcement liaison relevant data
Text Here
Office Text Here
Mobile Text Here
E-mail Text Here
Team Responsibility
7This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Incident Management Communication Plan
8
Incident Severity Communication Medium Audience
Extreme
Conference call
Conference call
E-mail
Powerpoint
Within 1 hour
2x Daily
Daily COB
Incident close
COO, CIO, Legal counsel, etc.
Medium
E-mail
E-mail
Within 1 hour
Daily COB
Add text here
Insignificant E-mail As needed Add text here
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Risk Matrix
Consequences
Likelihood Insignificant Minor Moderate Major Critical
Rare Accept the risk
Routine management
Accept the risk
Routine management
Accept the risk
Routine management
Specific responsibility &
treatment
Quarterly senior
management review
Unlikely Accept the risk
Routine management
Accept the risk
Routine management
Specific responsibility &
treatment
Specific responsibility &
treatment
Quarterly senior
management review
Possible Accept the risk
Routine management
Specific responsibility &
treatment
Specific responsibility &
treatment
Quarterly senior
management review
Quarterly senior
management review
Likely Specific responsibility &
treatment
Specific responsibility &
treatment
Quarterly senior
management review
Quarterly senior
management review
Monthly senior
management review
Almost certain Specific responsibility &
treatment
Specific responsibility &
treatment
Quarterly senior
management review
Monthly senior
management review
Monthly senior
management review
9
High Medium LowExtreme
Incident Management Process Flow
1a. Event
Management
1b. Web
Interface
1c. User
Phone Call
1d. E-mail
Technical Staff
2. Incident
Identification
Request
Fulfilment
3. Incident
Logging
5. Service
Request
8. Incident
Prioritization
9. Priority
1(major) Incident?
10. Notify
Senior Staff
17. Close
Incident
7. Relate to existing
open cases and set
impact appropriately
11. Initial
Diagnosis
16. Customer
Satisfied
4. Incident
Categorization
6. Same issue
reported by others?
12. Info in
Knowledge Base?
15. Verify
Resolution with
Customer
14. Resolution &
Recovery
13. Continued
Investigation &
Diagnosis
SourceServiceDesk
Service
Provider
Group
Yes
No Yes
Yes
Yes
Yes
No
No
No
10This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Plan in Action
11
› When a critical incident occurs, it is
important that key people are notified
› Immediately after notification of the
incident the following questions need to
be addressed
› What makes the event critical?
› Where did it happen?
› What is the most appropriate
intervention?
Reaction
› After the critical incident has been dealt
with it is essential that an evaluation is
undertaken to determine if there are any
improvements that can be made to better
handle critical incidents in the Future
› Feedback should be sought from those
who have been involved in various
aspects of the operation
Review and Action
› Written and or verbal reports are
provided to the appropriate manager
including any recommendation on
ways to prevent similar occurrences
› Add text here
› Add text here
Reporting
› Gather accurate facts and information
› Notify all key personnel of the problem
and assign them tasks focused toward
recovery from the critical incident
› Organize alternate facilities in order to
continue operations
› Add text here
Recovery and Restoration
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Escalation ProcessServiceDesk
2. Priority 1 (Major) 5. Resolved?
7. Priority 2
(Medium)
9. Off hours?
14. Time limit to
resolve elapsed?
17. Resolved?
12. Manager
available?
10. On call person
available?
Finish
Yes
No
Yes
Yes
Yes
Yes
Yes
No No
No
No
No
12
1. Examine incident
3. Notify senior
management via
phone or e-mail
4. Monitor
6. Notify senior
management via
phone or e-mail
8. Notify provider
group manager
16. Monitor
18. Notify all
previously notified
parties via e-mail
15. Notify provider
group manager
13. Notify senior
management via e-mail
11. Contact provider
group manager
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Time Guidelines
Priority Time Limit before Escalation by Service Desk
3-Low 3 business days Manager
2-Medium
4 hours Manager
If on-call contact cannot be reached during non-business hours Manager
If neither on-call contact or their manager cannot be reached during non-
business hours
Add text here
48 hours Add text here
1-High
Immediate Manager
Immediate Senior Mgt
1- High 2 - Medium 3 - Low
13This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Incident Management Best Practices
14
Easy
Accessibility
Effective
Communication Strategy
Automate Wherever
possible
Motivate your
Agents
› Incident logging becomes more efficient with easily accessible multi-
channel IT service desk
› Ensure that you promote your service desk heavily to end users and offer
multiple channels such as email, web, mobile app to report an incident
› Communicate first response and resolution to end users by sending relevant
email notifications
› Follow an effective strategy to trigger alerts for ticket updates, replies and
status updates
› Identify tasks that can be automated in order to reduce manual work and
improve efficiency
› Add text here
› Set clear goals for your team and communicate KPIs that are aligned with
business goals
› Add text here
DescriptionAreas
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Incident Management Icons Slide
15
16
Additional Slides
Our Mission
17
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to your needs and capture your
audience's attention.
Vision
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it to your needs and capture your
audience's attention.
Goal
This slide is 100% editable. Adapt
it to your needs and capture your
audience's attention.
Mission
Financial
18
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editable. Adapt it to your
needs and capture your
audience's attention.
$540
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editable. Adapt it to your
needs and capture your
audience's attention.
$340
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editable. Adapt it to your
needs and capture your
audience's attention.
$659
Our Team
19
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it to your needs and capture your
audience's attention.
Designation
Name Here Name Here
This slide is 100% editable. Adapt
it to your needs and capture your
audience's attention.
Designation
About us
20
Target Audience
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Premium Services
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Value Clients
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Idea Generation
21
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it to your needs and capture your
audience's attention.
Text Here
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it to your needs and capture your
audience's attention.
Text Here
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it to your needs and capture your
audience's attention.
Text Here
Quotes
22
-Tom Abbott
It’s not just about being better. It’s
about being different. You need to
give people a reason to choose
your business.
Timeline
23
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it to your needs and capture your
audience's attention.
2017
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it to your needs and capture your
audience's attention.
2018
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it to your needs and capture your
audience's attention.
2013
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it to your needs and capture your
audience's attention.
2015
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it to your needs and capture your
audience's attention.
2019
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it to your needs and capture your
audience's attention.
2014
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it to your needs and capture your
audience's attention.
2016
Thank You
24
Address
# street number, city, state
Contact Numbers
0123456789
Email Address
emailaddress123@gmail.com

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Incident Management PowerPoint Presentation Slides

  • 2. Content 2 Risk Matrix Incident Management- Purpose Incident Prioritization Incident Severity Level Team Responsibility Incident Management Communication Plan Incident Management Process Flow Plan in Action Escalation Process Time Guidelines Incident management Best Practices
  • 3. Content 3This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Risk Matrix Incident Management- Purpose Incident Prioritization Incident Severity Level Team Responsibility Incident Management Communication Plan Incident Management Process Flow Plan in Action Escalation Process Time Guidelines Incident management Best Practices
  • 4. Incident Management- Purpose 4 Problem Add your company specific text here Service Request Add your company specific text here Incident Add your company specific text here
  • 5. Incident Prioritization 1- High 2 - Medium 3 - Low 5 Incident Priority Impact: People & Service Severity: Time Severity 3-Low User cannot perform a portion of their duties. 2-Medium User cannot perform critical time sensitive functions 1-High Major portion of a critical service is unavailable Impact 3-Low › One or two personnel › Degraded Service Levels but still processing within SLA constraints 2-Medium › Multiple personnel in one physical location › Degraded Service Levels at or below SLA constraints › Cause of incident falls across multiple functional areas 1-High › All users of a specific service › Personnel from multiple agencies are affected › Public facing service is unavailable › Any item listed in the Crisis Response tables This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 6. Incident Severity Level Extreme High Medium Low Insignificant Such incidents can potentially affect the company resources and cause heavy losses Such incidents may affect the confidentiality of data which can lead to direct loss of business Such incidents affect the availability of information Such incidents may affect the confidentiality/ integrity of data however no loss of business as the company should already be secured against these incidents but constant surveillance is still necessary Such incidents pose negligible risk to the company 6This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 7. Role Contact Name Contact Information Incident Response Lead Liason between IT & business units. Create record executive update Text Here Office Text Here Mobile Text Here E-mail Text Here Incident Response Coordinator Ensure proper execution of IRP. Validate investigation, containment, remediation and recovery. Text Here Office Text Here Mobile Text Here E-mail Text Here Legal Lead Assess legal liabilities and responsibilities during and after an incident. Guide communication with authorities and public Text Here Office Text Here Mobile Text Here E-mail Text Here Investor Relations Lead Create and distribute comms to investors around the incident, status and conclusion Text Here Office Text Here Mobile Text Here E-mail Text Here Public Relations Lead Translate events into public facing documents. Advise timing and distribution Text Here Office Text Here Mobile Text Here E-mail Text Here Internal Communications Lead Create and distribute internal communications regarding the incident. Adhere to obligations for comms to authorities & interested parties Text Here Office Text Here Mobile Text Here E-mail Text Here IT Operations Lead Responsible for all systems/application ops. Manage the technical aspects of response & recovery Text Here Office Text Here Mobile Text Here E-mail Text Here IT Security Lead Ensure confidentiality, integrity and availability of information assets. Liaison between outside experts (e.g. Rapid7) and the internal IR team Text Here Office Text Here Mobile Text Here E-mail Text Here Loss Prevention Lead Ensure that physical assets are protected. Act as law enforcement liaison relevant data Text Here Office Text Here Mobile Text Here E-mail Text Here Team Responsibility 7This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 8. Incident Management Communication Plan 8 Incident Severity Communication Medium Audience Extreme Conference call Conference call E-mail Powerpoint Within 1 hour 2x Daily Daily COB Incident close COO, CIO, Legal counsel, etc. Medium E-mail E-mail Within 1 hour Daily COB Add text here Insignificant E-mail As needed Add text here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 9. Risk Matrix Consequences Likelihood Insignificant Minor Moderate Major Critical Rare Accept the risk Routine management Accept the risk Routine management Accept the risk Routine management Specific responsibility & treatment Quarterly senior management review Unlikely Accept the risk Routine management Accept the risk Routine management Specific responsibility & treatment Specific responsibility & treatment Quarterly senior management review Possible Accept the risk Routine management Specific responsibility & treatment Specific responsibility & treatment Quarterly senior management review Quarterly senior management review Likely Specific responsibility & treatment Specific responsibility & treatment Quarterly senior management review Quarterly senior management review Monthly senior management review Almost certain Specific responsibility & treatment Specific responsibility & treatment Quarterly senior management review Monthly senior management review Monthly senior management review 9 High Medium LowExtreme
  • 10. Incident Management Process Flow 1a. Event Management 1b. Web Interface 1c. User Phone Call 1d. E-mail Technical Staff 2. Incident Identification Request Fulfilment 3. Incident Logging 5. Service Request 8. Incident Prioritization 9. Priority 1(major) Incident? 10. Notify Senior Staff 17. Close Incident 7. Relate to existing open cases and set impact appropriately 11. Initial Diagnosis 16. Customer Satisfied 4. Incident Categorization 6. Same issue reported by others? 12. Info in Knowledge Base? 15. Verify Resolution with Customer 14. Resolution & Recovery 13. Continued Investigation & Diagnosis SourceServiceDesk Service Provider Group Yes No Yes Yes Yes Yes No No No 10This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 11. Plan in Action 11 › When a critical incident occurs, it is important that key people are notified › Immediately after notification of the incident the following questions need to be addressed › What makes the event critical? › Where did it happen? › What is the most appropriate intervention? Reaction › After the critical incident has been dealt with it is essential that an evaluation is undertaken to determine if there are any improvements that can be made to better handle critical incidents in the Future › Feedback should be sought from those who have been involved in various aspects of the operation Review and Action › Written and or verbal reports are provided to the appropriate manager including any recommendation on ways to prevent similar occurrences › Add text here › Add text here Reporting › Gather accurate facts and information › Notify all key personnel of the problem and assign them tasks focused toward recovery from the critical incident › Organize alternate facilities in order to continue operations › Add text here Recovery and Restoration This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 12. Escalation ProcessServiceDesk 2. Priority 1 (Major) 5. Resolved? 7. Priority 2 (Medium) 9. Off hours? 14. Time limit to resolve elapsed? 17. Resolved? 12. Manager available? 10. On call person available? Finish Yes No Yes Yes Yes Yes Yes No No No No No 12 1. Examine incident 3. Notify senior management via phone or e-mail 4. Monitor 6. Notify senior management via phone or e-mail 8. Notify provider group manager 16. Monitor 18. Notify all previously notified parties via e-mail 15. Notify provider group manager 13. Notify senior management via e-mail 11. Contact provider group manager This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 13. Time Guidelines Priority Time Limit before Escalation by Service Desk 3-Low 3 business days Manager 2-Medium 4 hours Manager If on-call contact cannot be reached during non-business hours Manager If neither on-call contact or their manager cannot be reached during non- business hours Add text here 48 hours Add text here 1-High Immediate Manager Immediate Senior Mgt 1- High 2 - Medium 3 - Low 13This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 14. Incident Management Best Practices 14 Easy Accessibility Effective Communication Strategy Automate Wherever possible Motivate your Agents › Incident logging becomes more efficient with easily accessible multi- channel IT service desk › Ensure that you promote your service desk heavily to end users and offer multiple channels such as email, web, mobile app to report an incident › Communicate first response and resolution to end users by sending relevant email notifications › Follow an effective strategy to trigger alerts for ticket updates, replies and status updates › Identify tasks that can be automated in order to reduce manual work and improve efficiency › Add text here › Set clear goals for your team and communicate KPIs that are aligned with business goals › Add text here DescriptionAreas This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 17. Our Mission 17 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission
  • 18. Financial 18 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $540 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $340 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $659
  • 19. Our Team 19 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation
  • 20. About us 20 Target Audience This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Premium Services This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Value Clients This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 21. Idea Generation 21 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
  • 22. Quotes 22 -Tom Abbott It’s not just about being better. It’s about being different. You need to give people a reason to choose your business.
  • 23. Timeline 23 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2017 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2018 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2013 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2015 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2014 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2016
  • 24. Thank You 24 Address # street number, city, state Contact Numbers 0123456789 Email Address emailaddress123@gmail.com