Incident Response Process Template (Swimlane)
An incident response runbook across Reporter, On-call Engineer, Incident Commander and Comms lanes. The on-call engineer triages severity and the incident commander declares a Sev 1 incident. The engineer mitigates impact while Comms posts a status page update, then the incident commander confirms resolution and Comms publishes the postmortem.
The process, step by step
The written procedure this diagram represents, in the order the steps happen.
- 1.
Reporter: Report incident
- 2.
On-call Engineer: DecisionTriage severity
- If Sev 1, go to step 3 (Declare incident).
- 3.
Incident Commander: Declare incident
- Go to step 4 (Mitigate impact).
- Go to step 5 (Post status page update).
- 4.
On-call Engineer: Mitigate impact
- Go to step 6 (Confirm resolution).
- 5.
Comms: Post status page update
- 6.
Incident Commander: Confirm resolution
- 7.
Comms: Publish postmortem
Who's involved
Each role has its own lane in the diagram.
- Reporter: 1 step
- On-call Engineer: 2 steps
- Incident Commander: 2 steps
- Comms: 2 steps