A-Rep Intro IT Ops Questionnaire – Blackrock 3 Partners

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Incident Commander / Key Responder: Level 1

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 Name: *

Name of A-Rep: *

Job Title *

A-Rep Email *

Email

Confirm Email

1. 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

2. Describe three challenges encountered during high severity incidents.

Use one box per idea.

a. *

b. *

c. *

3a. 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

3b. Please explain: *

4. 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.)? *

5. 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):

5b. If other, please explain:

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

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

8. 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)

8b: Other

9. Is there any additional information that would help us better understand the incident response challenges at your organization, and/or any specific topics you feel are important for us to cover during the course? *

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