Incident Response in Unfamiliar Sociotechnical Systems
summary
Adoption of the Incident Command System since 2012 at Salesforce is credited with measurable improvements in incident response, but the pandemic creates uneven usage spikes and frequent cross-team handoffs that break down ad hoc mutual aid. The talk documents using an ICS variant at Salesforce, prescribes pre-established support agreements, insisting on webcams on video bridge for remote command, recommends timeboxed updates and decentralized command, and urges immediate post-incident debriefs to align mental models.
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chapters (9)
- 0:00Intro
- 2:10Why ICS Was Created
- 9:59How ICS Has Evolved - NIMS
- 12:12Successes of ICS Within Private Enterprise
- 15:37Private Enterprise ICS Looks Different from Public ICS
- 20:15Have Incident Commander, Will Travel
- 23:53What We Should Do
- 29:35What We May Do
- 33:28What's an Incident Commander to do?
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