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Incident Management for IT
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Podcast
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Incident Management Training for IT Operations

Introductory IT Operations Questionnaire

Thank you for serving as the Agency Representative (A-Rep) for your organization! Your answers to these questions will help us identify issues that may challenge your organization’s response during critical IT incidents.

Date *

Company *

Website / URL *

Company Headquarters Location (City, State, Country) *

Name of A-Rep *

Job Title *

A-Rep Email *

Email

Confirm Email

1. What business are you in? What product(s) or service(s) does your company provide? *

2. Help us understand the work environment. Are teams working together in person, remotely, or a combination? *

3. Where are employees based (if different than headquarters)? *

4. Do you have a dedicated Incident Management team? (please explain)

5. Based on the Operational Maturity Model shown below, what phase best describes the current incident response program? *

1 - Initial
2 - Managed
3 - Defined
4 - Data Driven
5 - Optimized

6. Describe three challenges encountered during high severity incidents.

Use one box per idea.

a. *

b. *

c. *

7. Does the organization recognize and utilize specific roles and responsibilities for incident command, incident documentation, and incident communications to internal and external stakeholders? *

Always, or almost always
Sometimes
Rarely or never

Please explain: *

8. By what method are teams, business units, executives, and technical experts dispatched/notified of an incident (i.e. email, Everbridge, (x)Matters, PagerDuty, SMS, phone, etc.)? *

9. Do Subject Matter Experts (SMEs) and other responders have Service Level Agreements (SLAs) for responding to incidents? *

Yes, we have SLAs and they are followed.
Yes, we have SLAs but they are seldom followed.
No, we don't have any formal SLAs for incident responders.
Other (please explain):

9b. If other, please explain:

10. What challenges exist in terms of integrating SMEs into an incident response? *

11. What role do senior Executives play during an incident response? *

12. What communication channel/platform is used by Incident Commanders and SMEs during an incident? *

Video conference (Zoom, MS Teams, other)
Audio conference (Webex, Ring Central, other)
Text based (Slack, Jira, email, other)
Other (please describe)

12b: Other

13. Is there any additional information that would help us better understand the incident response challenges at your organization? Any topics you feel are important for us to cover during the course? *

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