Incident Management Training for IT Operations

Level 1: Sprint 1, Exercise 1

Improving Incident Response


  1. Identify Operational Maturity Level
  2. Identify two issues that prevent the organization’s incident response program from reaching the next level of Operational Maturity.

Breakout Room

Incident Commander (IC)

  • Appoint key positions: Liason Officer (LNO) and Scribe
  • Lead discussion
  • Ensure Scribe submits their notes before leaving the breakout room

Liaison Officer (LNO)

Keep your own notes as necessary to prepare a 30-second briefing for the main room


  • Capture key points using the form below
  • Share your screen throughout the exercise.
  • Submit the form before leaving the breakout room.

All Team Members

Engage in the conversation.

Main Room


Be prepared to respond to inquiries from Lead Instructor.


Deliver a 30-second briefing covering the decisions and discussion in the breakout room.

SCRIBE:  Share your screen during the exercise.
Record the group’s information and click Submit before leaving the breakout room.


IC leads discussion to identify issues that prevent the incident response program from reaching optimal operational maturity. Scribe uses the form below to complete the exercise, submitting ONE form for the whole group. Feel free to refer to the Operational Maturity Model (above) as needed.

1. Incident Response in Your Organization

Please select the number that most closely represents the opinion of the group regarding the current state of incident response operational maturity. If there are dissimilar participants in the group, the person leading the exercise must lead the group to select a single ranking from all the inputs from the group.

2. Areas for Improvement

Based on your experience and observations as an incident responder, use the following boxes to discuss the current incident management process at your company and identify practices, procedures or situations where programmatic improvement is needed. Use one box per idea.