Incident Management and Response in SRE.

What is an incident management and response plan in SREs?

Incident management and response is the process of detecting, investigating and responding to incidents within the cloud or within a user server/interface. Implementing a cloud incident management and response system thereby refers to the creation of a framework that detects, responds, and recovers from incidents that may occur within a cloud environment.

Why would you want an incident management and response SRE system?

Such a system is essential for minimizing the impact of incidents (such as a cyber attack, hack, etc) and reducing downtime. This response system includes quickly detecting incidents, identifying their root cause, and taking corrective action to restore normal operations as soon as possible. Without this in place, the risk of an incident is much greater, as there is less of a chance of screening incidents and finding their root cause succinctly.

How does incident management and response SRE work?

 A typical incident management and response system should:

  • Define any requirements based on the organizational objectives, business policies, and regulatory requirements.
  • Develop a comprehensive plan that includes incident detection, response, and recovery procedures.
  • Implement the appropriate tools to detect and respond to incidents, such as AWS CloudTrail, Azure Security Center, Google Cloud Security Command Center, or third-party options such as Victorops and Splunk ITSI.
  • Train employees on proper procedures, including detecting, reporting, and responding to incidents.
  • Monitor the incident management and response system, identify areas for improvement and optimize the system based on the findings.
  • Create a process for writing a corrective action plan to help reduce the recovery downtime if a future re-occurrence should take place.

The value of incident management and response in SREs

As stated above, creating an incident management and response system enables organizations to minimize the impact of incidents and reduce downtime. By quickly detecting and responding to incidents, organizations can improve reliability, reduce operational costs, and increase customer satisfaction. 

Additionally, implementing an incident management and response system can help organizations comply with regulatory requirements, avoid costly penalties, and maintain customer trust. 

By continuously monitoring and improving the design, organizations can achieve greater visibility into their cloud environment, identify potential issues before they become critical, and make informed decisions about cloud resources and procedures.

Main advantages of incident management and response in SRE

  • Faster resolution time
  • Improved reliability
  • Better communication
  • Continuous improvement
  • Increased transparency
  • Better customer experience

Common integrations.

  • AWS CloudTrail
  • Azure Security Center
  • Google Cloud Security Command Center
  • Victorops 
  • Splunk ITSI

A common user story

 “By implementing a cloud incident management and response system by defining incident management and response requirements, developing a comprehensive incident management and response plan, implementing incident management and response tools, training employees, and monitoring and improving the system, we can help our organization reduce downtime, improve reliability, comply with regulatory requirements, and make better-informed decisions. This will enable us to meet our customer’s needs and deliver a high-quality product.”

Any questions?

Contact us and we will be happy to help