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Incident Management Powerpoint Presentation Slides
The document outlines an incident management process including a risk matrix, team responsibilities, communication plans, and escalation processes. It details incident prioritization, severity levels, and recommended best practices for effective incident response and recovery. Additionally, it emphasizes the importance of clear communication and roles during incidents to mitigate impact and improve future responses.
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Incident Management Powerpoint Presentation Slides
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- 2. Content 2 Risk Matrix Incident Management-Purpose Incident Prioritization Incident Severity Level Team Responsibility Incident Management Communication Plan Incident Management Process Flow Plan in Action Escalation Process Time Guidelines Incident management Best Practices
- 3. Content 3 This slide is100% editable. Adapt it to your needs and capture your audience's attention. Risk Matrix Incident Management- Purpose Incident Prioritization Incident Severity Level Team Responsibility Incident Management Communication Plan Incident Management Process Flow Plan in Action Escalation Process Time Guidelines Incident management Best Practices
- 4. Incident Management- Purpose 4 Problem Addyour company specific text here Service Request Add your company specific text here Incident Add your company specific text here
- 5. Incident Prioritization 1- High2 - Medium 3 - Low 5 Incident Priority Impact: People & Service Severity: Time Severity 3-Low User cannot perform a portion of their duties. 2-Medium User cannot perform critical time sensitive functions 1-High Major portion of a critical service is unavailable Impact 3-Low › One or two personnel › Degraded Service Levels but still processing within SLA constraints 2-Medium › Multiple personnel in one physical location › Degraded Service Levels at or below SLA constraints › Cause of incident falls across multiple functional areas 1-High › All users of a specific service › Personnel from multiple agencies are affected › Public facing service is unavailable › Any item listed in the Crisis Response tables This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 6. Incident Severity Level Extreme High Medium Low Insignificant Suchincidents can potentially affect the company resources and cause heavy losses Such incidents may affect the confidentiality of data which can lead to direct loss of business Such incidents affect the availability of information Such incidents may affect the confidentiality/ integrity of data however no loss of business as the company should already be secured against these incidents but constant surveillance is still necessary Such incidents pose negligible risk to the company 6 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 7. Role Contact Name Contact Information IncidentResponse Lead Liason between IT & business units. Create record executive update Text Here Office Text Here Mobile Text Here E-mail Text Here Incident Response Coordinator Ensure proper execution of IRP. Validate investigation, containment, remediation and recovery. Text Here Office Text Here Mobile Text Here E-mail Text Here Legal Lead Assess legal liabilities and responsibilities during and after an incident. Guide communication with authorities and public Text Here Office Text Here Mobile Text Here E-mail Text Here Investor Relations Lead Create and distribute comms to investors around the incident, status and conclusion Text Here Office Text Here Mobile Text Here E-mail Text Here Public Relations Lead Translate events into public facing documents. Advise timing and distribution Text Here Office Text Here Mobile Text Here E-mail Text Here Internal Communications Lead Create and distribute internal communications regarding the incident. Adhere to obligations for comms to authorities & interested parties Text Here Office Text Here Mobile Text Here E-mail Text Here IT Operations Lead Responsible for all systems/application ops. Manage the technical aspects of response & recovery Text Here Office Text Here Mobile Text Here E-mail Text Here IT Security Lead Ensure confidentiality, integrity and availability of information assets. Liaison between outside experts (e.g. Rapid7) and the internal IR team Text Here Office Text Here Mobile Text Here E-mail Text Here Loss Prevention Lead Ensure that physical assets are protected. Act as law enforcement liaison relevant data Text Here Office Text Here Mobile Text Here E-mail Text Here Team Responsibility 7 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 8. Incident Management CommunicationPlan 8 Incident Severity Communication Medium Audience Extreme Conference call Conference call E-mail Powerpoint Within 1 hour 2x Daily Daily COB Incident close COO, CIO, Legal counsel, etc. Medium E-mail E-mail Within 1 hour Daily COB Add text here Insignificant E-mail As needed Add text here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 9. Risk Matrix Consequences Likelihood InsignificantMinor Moderate Major Critical Rare Accept the risk Routine management Accept the risk Routine management Accept the risk Routine management Specific responsibility & treatment Quarterly senior management review Unlikely Accept the risk Routine management Accept the risk Routine management Specific responsibility & treatment Specific responsibility & treatment Quarterly senior management review Possible Accept the risk Routine management Specific responsibility & treatment Specific responsibility & treatment Quarterly senior management review Quarterly senior management review Likely Specific responsibility & treatment Specific responsibility & treatment Quarterly senior management review Quarterly senior management review Monthly senior management review Almost certain Specific responsibility & treatment Specific responsibility & treatment Quarterly senior management review Monthly senior management review Monthly senior management review 9 High Medium Low Extreme
- 10. Incident Management ProcessFlow 1a. Event Management 1b. Web Interface 1c. User Phone Call 1d. E-mail Technical Staff 2. Incident Identification Request Fulfilment 3. Incident Logging 5. Service Request 8. Incident Prioritization 9. Priority 1(major) Incident? 10. Notify Senior Staff 17. Close Incident 7. Relate to existing open cases and set impact appropriately 11. Initial Diagnosis 16. Customer Satisfied 4. Incident Categorization 6. Same issue reported by others? 12. Info in Knowledge Base? 15. Verify Resolution with Customer 14. Resolution & Recovery 13. Continued Investigation & Diagnosis Source Service Desk Service Provider Group Yes No Yes Yes Yes Yes No No No 10 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 11. Plan in Action 11 ›When a critical incident occurs, it is important that key people are notified › Immediately after notification of the incident the following questions need to be addressed › What makes the event critical? › Where did it happen? › What is the most appropriate intervention? Reaction › After the critical incident has been dealt with it is essential that an evaluation is undertaken to determine if there are any improvements that can be made to better handle critical incidents in the Future › Feedback should be sought from those who have been involved in various aspects of the operation Review and Action › Written and or verbal reports are provided to the appropriate manager including any recommendation on ways to prevent similar occurrences › Add text here › Add text here Reporting › Gather accurate facts and information › Notify all key personnel of the problem and assign them tasks focused toward recovery from the critical incident › Organize alternate facilities in order to continue operations › Add text here Recovery and Restoration This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 12. Escalation Process Service Desk 2. Priority1 (Major) 5. Resolved? 7. Priority 2 (Medium) 9. Off hours? 14. Time limit to resolve elapsed? 17. Resolved? 12. Manager available? 10. On call person available? Finish Yes No Yes Yes Yes Yes Yes No No No No No 12 1. Examine incident 3. Notify senior management via phone or e-mail 4. Monitor 6. Notify senior management via phone or e-mail 8. Notify provider group manager 16. Monitor 18. Notify all previously notified parties via e-mail 15. Notify provider group manager 13. Notify senior management via e-mail 11. Contact provider group manager This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 13. Time Guidelines Priority TimeLimit before Escalation by Service Desk 3-Low 3 business days Manager 2-Medium 4 hours Manager If on-call contact cannot be reached during non-business hours Manager If neither on-call contact or their manager cannot be reached during non- business hours Add text here 48 hours Add text here 1-High Immediate Manager Immediate Senior Mgt 1- High 2 - Medium 3 - Low 13 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 14. Incident Management BestPractices 14 Easy Accessibility Effective Communication Strategy Automate Wherever possible Motivate your Agents › Incident logging becomes more efficient with easily accessible multi- channel IT service desk › Ensure that you promote your service desk heavily to end users and offer multiple channels such as email, web, mobile app to report an incident › Communicate first response and resolution to end users by sending relevant email notifications › Follow an effective strategy to trigger alerts for ticket updates, replies and status updates › Identify tasks that can be automated in order to reduce manual work and improve efficiency › Add text here › Set clear goals for your team and communicate KPIs that are aligned with business goals › Add text here Description Areas This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 15. Incident Management IconsSlide 15
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- 17. Our Mission 17 This slideis 100% editable. Adapt it to your needs and capture your audience's attention. Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission
- 18. Financial 18 This slide is100% editable. Adapt it to your needs and capture your audience's attention. $540 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $340 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $659
- 19. Our Team 19 This slideis 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation
- 20. About us 20 Target Audience Thisslide is 100% editable. Adapt it to your needs and capture your audience's attention. Premium Services This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Value Clients This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 21. Idea Generation 21 This slideis 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
- 22. Quotes 22 -Tom Abbott It’s notjust about being better. It’s about being different. You need to give people a reason to choose your business.
- 23. Timeline 23 This slide is100% editable. Adapt it to your needs and capture your audience's attention. 2017 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2018 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2013 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2015 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2014 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2016
- 24. Thank You 24 Address # streetnumber, city, state Contact Numbers 0123456789 Email Address [email protected]