The incident management process is not usually defined or reinvented by organizations, but drawn on industry best practices. These best practices are adopted by organizations to fit their individual needs. Before diving deeper into incident management, the following are some important terms and definitions that we must discuss.

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Stun guns have exploded in popularity among law enforcement since the 2000s. In the US, police departments overwhelmingly rely on Tasers, with 94% of police agencies now using this type of stun gun, though not all officers carry them in departments that own them. Cities have often sought to purchase more Tasers following police shootings, including in Philadelphia, where the police agency recently asked for $14m for stun guns in the wake of a high-profile killing.

One officer can be heard saying Rivera was acting “like a fish out of water”, another said Rivera’s condition was “worse than Covid”, and one complained that he “got me all muddy and shit”.

Once you’ve mastered the basic stages of the incident management lifecycle, elevate your process by employing some industry best practices. Below are five examples of incident response best practices along with brief explanations on why they are helpful and how to implement them.

Whether an incident gets resolved or not is often the difference between whether or not it was well-managed. Let’s look at an example of an unmanaged incident to see how good management or orchestration plays a role in incident response.

Defining a clear incident management workflow is key to resolving incidents faster and reducing costs. IT support teams are most efficient when you’ve implemented a clear incident management process following the best practices. The benefits of having a clear incident management workflow include:

After incident resolution, it’s passed back to the service desk for closure. To ensure quality, only the service desk team can close an incident. Additionally, before closing the incident, it’s important to check with the person who reported the issue to confirm that the resolution is satisfactory and services have been fully restored.Â

The front-line support team is able to solve most of the small issues. However, if the problem is more complex, then they gather and log information and pass it on to the next level of technical support. That way, the second or third-level support teams can quickly and efficiently start working on the problem.Â

Although the basics are the same, every organization has custom roles and responsibilities according to the incident requirements. However, every organization has the following most common IT incident management roles.

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During this stage, the support teams must ensure that they do not exceed the error budget and the SLA (service level agreement) is not breached. An error budget is the accepted level of unavailability before customer happiness is impacted. SLA is a formal agreement between the customer and the service provider that specifies the repercussions of failure. Breaching an SLA usually has financial repercussions on the business

The first responder to the incident tries to resolve the issue at this stage based on their own initial diagnosis. If they can’t resolve the problem, then it escalates to the next level.Â

As soon as the third alert goes out, Ariana updates everyone on the same email list, follows up with David, and alerts the on-call developer, Marie, who has expert knowledge about data centers. She and her team go through the incident document, prioritize tasks, and start working on the problem. They try a few fixes that don’t work, and Ariana updates the incident management document.

Experts and advocates have raised several major concerns about the mass deployment of Tasers in recent years: that police mistake them for guns (often in cases where no force or violence is justified, and where that explanation is disputed); that stun guns aren’t used as alternatives to guns and instead lead to increased brutality and escalate encounters; and that the electroshocks themselves can be deadly.

A spokesperson for Axon Enterprise, the sole manufacturer of Tasers, said in an email that it was wrong to blame its weapons for fatalities: “There is often other uses of force used either before or after [Taser] use, and a multitude of circumstances that may have caused or contributed to the death.” The statement cited heart disease and drug use as common factors.

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Once categorized, every incident must be prioritized. Prioritization helps teams identify which incidents are causing more damage and require an urgent response. Incidents are prioritized by considering various factors including:

After identifying an incident, the help desk team logs it as an incident, and creates a ticket with the following information:

Once you’ve resolved an incident, the next step is to come together as a team for a blameless retrospective or post-mortem. During the review, avoid pointing fingers and focus on sharing anything that can improve the process (including the runbook), the tooling, and of course the system or service itself. This learning helps the entire organization better manage incidents in the future.

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“He had not committed a crime, not hurt anyone and was not armed, and an officer from the outset had his Taser out,” said the family’s attorney, Neil Gehlawat. “It was a form of escalation.”

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The second step in ITIL incident management, categorization, marks the difference between an efficient and inefficient help desk team. An efficient incident categorization streamlines the logging process and reduces redundancy while speeding up the overall incident resolution.

“They used so much force on someone who wasn’t even fighting back and did not have a weapon,” Elisabeth Barragan, the mother of Rivera’s son, told the Guardian.

“Tasers were originally touted as these ‘non-lethal’ weapons,” said Hamid Khan, organizer with the Stop LAPD Spying Coalition, who has scrutinized the LA police department’s Taser use. But once accounts of fatalities emerged, police and manufacturers began to acknowledge the potential for death, labeling them “less lethal”, he said. “We’ve always said they are lethal and there to murder and cause extreme harm.”

Service reliability is a supremely important quality of any organization, and incident management plays an important part in maintaining that. We hope this article helped answer most of your questions about the incident management workflow. Blameless is the home base for on-call teams that want to achieve seamless incident response and smooth workflows. Our incident response feature allows you to manage runbooks, automate task checklists, assign roles, and easily communicate with stakeholders throughout the entire process. Sign up for a free trial today.

Rivera died on the scene, and the coroner ruled his death a homicide, saying he had experienced cardiac arrest and that “electromuscular disruption” (meaning the Taser) was among the factors.

Even the threat or sight of a Taser can exacerbate conflicts when police are interacting with someone experiencing mental illness or intoxication, according to experts.

Incidents are often confused with problems, but incidents are unplanned events whereas problems are the underlying cause behind the incident. Incident management is focused on solving the problem and involves returning the service back to its normal operation. Problem management involves identifying the root cause of the incident to prevent it in the future.

Axon disputed claims that Tasers increase police violence. A spokesperson pointed to a 2011 National Institute of Justice report, which suggested that the adoption of stun guns was linked to a decline in suspect injury rates in multiple cities, including a 30% decrease in Austin. That report, however, also raised concerns that the “ease of use and popularity” of Tasers could lead to “overuse” or “inappropriate” use.

ITIL 4, on the other hand, is less prescriptive with processes and instead encourages best practices that can be applied to create processes specific to your organization. It thinks more holistically, not just looking at the specific steps of development and operations, but also including the contextual factors of your organization that affect how you can respond. For example, best practices around talent management and training are included.

ITIL (IT Infrastructure Library) is a detailed set of best practices (similar to a playbook) focused on aligning IT services with business needs.Â

And even when police have Tasers, they are too conditioned to use their guns when they perceive a threat, Johnson said: “When officers are in a so-called ‘stressful situation’, they go on autopilot and pull their service revolvers … That’s why we are always in danger of being killed from a simple traffic stop.”

One of the best-known examples is the 2009 fatal shooting of Oscar Grant, 22, on an Oakland train platform. The officer in that shooting, Johannes Mehserle, alleged in court that he meant to draw his stun gun. In 2002, an officer in Madera, California, claimed she meant to Taser 24-year-old Everardo Torres, who was sitting handcuffed in the back of a police car, but fatally shot him instead.

“Cities are spending millions of dollars on this technology that is not saving any lives and is just expanding the repertoire of violence available to local police,” said Alex Vitale, a Brooklyn College sociology professor and policing expert. “Tasers are used to punish people … and it has led to a lot of abuse and death.”

By the next morning, David gets back to work and finds out that the problem was mitigated, and the incident has been closed. Currently, the teams are working on the retrospective report. Finally, David settles down to document improvements and follow-up actions, so that a similar or future incident will be handled and well managed, and everyone can learn from all steps taken.

“Tasers are not a solution,” said Oscar Grant’s uncle, Cephus Johnson, known as Uncle Bobby X. In the California killings and the Wright case, it was clear that officers had no justification for even pulling a Taser, he said, noting that the young men were not a threat. Wright was allegedly pulled over for expired plates last week, and Grant was on the ground and unarmed. If the officer had Tased Wright as she claimed was her intent, it would have still been excessive force and dangerous, he said.

An incident retrospective should always be blameless. Having a blameless attitude means no pointing fingers, and it encourages orgs to root out systemic problems (and solutions), which is much more productive anyway. Another benefit of taking a blameless approach is that everyone feels safe to share creative ideas and solutions without fear of retaliation.Â

The initial diagnosis is similar to what a doctor does after listening to a patient’s symptoms. He cannot diagnose the exact illness, but the symptoms make it easier to draw a hypothesis about what possibly is wrong. At this step in incident management, diagnostic manuals, troubleshooting runbooks, and knowledge bases can come in handy.

ITIL 3 perscribes 26 processes to follow in the incident management workflow. These processes take you through the development and operation of a service in five major categories: service strategy, service design, service transition, service operation, and continual service improvement.

Incidents are usually classified into three types, low priority, medium priority, and high priority based on the level of damage and urgency.Â

Let’s explore that same scenario with some minor changes. David, the on-call engineer, is going through routine tasks when he’s paged that one of the data centers is down. As he starts to investigate, yet another alert notifies him that a second data center is also down. He immediately contacts another teammate, Ariana, to ask if she can take command while he continues troubleshooting.

During an incident, getting the right people involved and keeping everyone informed can be quite a challenge. Automating your workflow and process with an incident response platform can lead to improved communication between various teams. On top of that, an up-to-date runbook helps teams hit the ground running when an incident occurs.

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Anyone can identify an incident. Sometimes, an employee reports the issue, and sometimes it’s identified via end-users or monitoring systems. Anyone can identify and report an incident via an automatic alert, text message, email, or phone call. Upon receiving the report, the service desk team records and identifies whether it’s an incident or a service request as each one is handled differently.

Suppose it’s 3 a.m. on a Wednesday and the on-call engineer, David, is working on regular everyday tasks. Suddenly he is alerted that one of their data centers is down. At once, he goes through the logs, and after a brief look, it tells him that a recently updated feature is creating the issue. He tries rolling back to the previous version which doesn’t do the trick, so he calls the developer who worked on that exact update and asks them to look at the problem.

ITSM (IT Service Management) includes the processes and tasks involved in managing end-to-end IT services delivery. ITSM’s key concept is that IT should be delivered as a service, and incident management is one of its practices.Â

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“This shouldn’t have happened. Not even animals deserve this type of treatment,” Rivera’s mother, Silvia Imelda Rivera, said in Spanish. She added that she couldn’t bring herself to watch the video of the Tasing and wanted her son to be remembered as joyful person: “He was always uplifting to others, always happy, regardless of any obstacle in his life.”

The general analysis of an incident not only involves writing the retrospective, but there’s also an actual meeting that takes place between the stakeholders. The meeting should typically be held within 24 hours of the incident resolution, while the context is still fresh in everyone’s minds.Â

We will follow the ITIL framework to go through a high-level overview of proper ticket handling in incident management. Most other frameworks outline roughly similar concepts. In incident management, it’s vital to have a good process and stick to it.Â

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In case the SLA is about to be breached or has already been breached, the incident is promptly escalated functionally (escalated to a specialized or high-level team) or hierarchically (incident escalated to a person of authority who assigns a specialized resource to resolve the issue).Â

The only real way to build a reliable system with resilient teams and practices in a constantly shifting environment is through practice and preparation. Developers and sysadmins often become site reliability engineers (SREs) that focus on responding to and resolving incidents. Chaos Engineering and running a GameDay are two excellent ways to prepare your team for various incidents:

An important goal of the meeting is to identify areas of improvement for the org, whether that be the service itself, the process, or the tooling. How can the system overall be improved? Feel free to ask questions from the group to really get a sense of what led to the incident and what steps led to the resolution. Take what’s shared and turn them into learning. This is the hard part. There’s always a valuable lesson to be learned. Make sure to document the discussion.

“The reforms haven’t changed the way that especially Black and brown folks experience policing,” said Jenn M Jackson, political science professor at Syracuse University. “We are still seeing the same violence … Whatever tools that police officers have at their disposal will be used to physically harm those people, whether it’s a billy club, hose, a dog, a Taser or a gun.”

Now that we have logged the incident, categorized it, and prioritized it, the next step is incident response. Incident response is a pretty broad term and breaks down into further steps. There are generally five steps involved in incident response that we will discuss below.

After assuming command, Ariana quickly goes through a rundown with David and sends out the incident details to a pre-arranged list via email. David and Ariana discuss the details and agree that users will be impacted if a third data center goes down. They record the assessment in a live incident document.

Categorized incidents are also easier to track in the long run. When an incident is accurately categorized, patterns emerge making it easier to identify trends that require problem management or training. Trends also make it easier for teams to sell an idea to the C-suite. For example, if a trend indicates that you need to update your hardware, then the CFO is more likely to approve.Â

But in the last 20 years, there have been at least 15 cases like the Wright tragedy in which police claimed they accidentally fired bullets instead of a stun gun – three of which led to convictions, according to the New York Times.

Philadelphia police officials said Tasers would be a “potentially lifesaving tool”, with a councilman saying: “The unnecessary death … was just the latest example of how crucial it is for police to have adequate training and equipment, in order to avoid excessive escalation.”

Incidents affect companies in drastic ways. The unavailability of service or downtime can create huge costs for businesses. In an ITIC research, 98% of organizations said that one hour of downtime costs them over $100K, and 81% of organizations said that one hour of downtime costs their business more than $300K. A study by Gartner reports that a system or service downtime can cost organizations up to $300K per hour.

On 14 August last year, LAPD officers were responding to reports of an alleged burglary attempt when they came upon Daniel Rivera, 37, standing near a ravine. Body-camera footage showed he hopped a fence into the wash, and was lying face down on the ground, largely motionless, as police approached.

But the police killing of Daunte Wright in Minnesota – in which officials say an officer mistook her gun for her Taser – has resurfaced criticism of stun guns.

While Tasers are technically less lethal than firearms, data suggests that police aren’t using them as an alternative to guns. One 2018 study on Chicago found that when the department expanded Taser access to its officers, it did not lead to any decrease in shootings. Instead, officers were using Tasers as an alternative to less serious tactics, such as physical holds.

In ITIL incident management, the investigation is singled out as a particular step. However, an investigation happens at every step of the process.Â

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Tasers are often cited as a crucial tool in combating police violence in America, with proponents claiming that the “less lethal” weapons can help departments avoid deadly encounters.

An incident management process is the actions and procedures an organization takes to recover from an unplanned service interruption.Â

He cited a 2009 University of California, San Francisco (UCSF), study that aggregated data from 50 cities and found an increase in in-custody deaths and fatal shootings by police in the first year after departments acquired Tasers.

When police do deploy Tasers, the consequences can be deadly, too. A Reuters investigation documented more than 1,000 cases between 2000 and 2018 where people died after being Tasered, with the electroshock formally cited as a cause of death or factor in more than 150 cases. In addition to cardiac arrests, Taser victims have also died or suffered serious injuries as a result of falling after being shocked.

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The day is coming to an end, so Ariana starts looking for replacement staff to take over the incident so her colleagues can go home and rest after many hours of intense work. Before handing off the command, Ariana has a Zoom video meeting with the new team she’s handing off to and everything runs efficiently with clear responsibilities.

Experts believe that’s because Tasers increase violent use of force, rather than preventing it: “Tasers are being used essentially as a torture device when people are perceived as not complying,” said V James DeSimone, an LA civil rights lawyer and attorney for the Rivera family.

With the right mindset, every incident is an opportunity to learn and grow — that includes learning how to improve the response process too. The process of incident response gives us an opportunity to break down organizational silos and improve collaboration among various teams, from developers to release engineers, operations, and site reliability engineers. How you manage incidents inside your organization will likely evolve over time as the company grows and the team matures. At a minimum, everyone should have a solid understanding of the process. That way you can carry on building your product and ultimately deploy more frequently, with minimal downtime.

When in doubt about the priority of an incident, always go with a high-priority level. It’s better to err on the side of caution rather than letting a severe incident slip through the cracks.Â

Even though he was unarmed and not moving, one officer kneeled on his back, two others handcuffed him, one shoved his face into the ground, and another shocked him with a Taser four times, causing his body to convulse, according to a lawsuit and footage. He appeared to call for help and scream in pain, but officers kept him largely face down for about seven minutes.

Once diagnosed correctly, the team promptly starts working on an incident resolution. At this stage, the service desk team confirms that the service has been restored. Recovery is the amount of time it takes to fully restore a service’s operations. Even after finding a resolution, some fixes need to be tested and deployed.

Over time, tracking mean-time-to-detection (MTTD), mean-time-to-repair (MTTR), and mean-time-between-failures (MTBF) can provide insight into your team’s rate of improvement.

Communication must remain persistent throughout the incident lifecycle. Keep your team members and other stakeholders in the loop regarding any progress with the incident. The best way to do that is to record any progress in a live incident document or channels such as Slack or Microsoft Teams. That way, anyone can take a look any time and know what has been done and what is currently happening.

“Tasers are used to make somebody do something, like get out of a car,” said John Hamasaki, a criminal defense lawyer and member of the San Francisco police commission. “Using a deadly weapon should not be authorized under those circumstances.”

ITIL 3 and ITIL 4 have the same overall goals in managing incidents effectively and consistently. The major difference is in how they accomplish these goals.

How does an incident management workflow look? We give a step-by-step guide to the ITIL process and best practices for an effective resolution.

Tasers are “not risk free” but are “the safest and most effective less-lethal use of force tool available to law enforcement”, Axon added.

An incident is any unplanned event that disrupts the normal operations of service or impacts the quality of the service. Anything from a service downtime to a slow web server can be categorized as an event.Â

Firstly, you must assign a category (and sub-category) to every incident. Categorization helps the help desk team sort and prioritize issues. For example, an incident categorized as Category: “Network” and Sub-category: “Network Outage” will be considered high-priority as it has a direct impact on the customer.

It starts with the front-line team during the initial diagnosis. If they successfully resolve the issue, then you directly skip to the resolution and closure phases. Otherwise, investigation and diagnosis are carried out as the incident is escalated to the level 2 and 3 support teams. In some cases, a specialized resource is assigned or other department members come together to assist with the problem.Â

Activists say cities should be reducing police contact with civilians, starting with removing armed officers from traffic enforcement and other services – instead of giving them more money for new weapons or training or other reforms that have failed to curb brutality.

So far, only the dev team is involved, and as soon as the management team finds out about the outage, they will want some answers and updates. However, David can only focus on one thing at a time. Hours pass and two more data centers go out, and there’s only one server to handle all the traffic, which ultimately brings down the entire service altogether.

Efficient incident management goes beyond resolving the issue. You should always analyze and learn from incidents to see how you can be better prepared in the future. An incident retrospective or “postmortem” is a document that outlines the details of an incident such as its contributing factors, the response team members, the steps taken to resolve the incident, and other contextual information to provide a full story.

Last September, Orange county sheriff’s officers with the department’s “homeless outreach team” approached an unarmed man, Kurt Reinhold, with a Taser drawn, according to a lawsuit. Police alleged he had jaywalked and eventually wrestled him to the ground and fatally shot him.