Incident management and alerts

Incident management deals with responding to and managing incidents resulting from alerts. It should not be seen as a single step, but a process that can be summarized as follows:

Figure 9.2 – Simple incident management workflow (Created using the icons from https://icons8.com)

The diagram outlines a straightforward incident management workflow, starting from the initial alert and continuing through to the final review. This process is split into two main phases: notification and processing and resolution and analysis. Each step in the workflow has a distinct role, from identifying and logging the incident to resolving it and conducting a review. Let’s walk through each component to understand how they work together in managing incidents:

• Incident notification: Alerts signal when an incident has occurred, such as a service disruption, an operational issue, or a decline in quality.
• Incident logging...