Incident Management Training for IT Operations

Level 2: Command Staff Workshop

Sprint 1:
Managing Human Behaviors

An Overview of Command Staff Roles and Responsibilities in Incident Management
Who’s Who in IT Incident Response:
The Incident Commander

Points to Ponder

  • Understanding your own personality allows for better communications
  • Understanding your audience’s personality allows for better communications
  • Effective human to human interaction makes for a more successful response

Key Learnings

  • The Incident Commander should be focused on the SMEs and how they are communicating
  • Effective communication and motivation from leadership prompts a more efficient response
  • Leading a mix of personalities and other influences is challenging

This page is set up for Academy sessions with a live facilitator.