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“Let our advance worrying become advanced thinking & planning” ~ Winston Churchill

What is Incident/Crisis Management?

Incident Management: is a term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future reoccurrence. These incidents are normally dealt with by an Incident Response Team.

Response teams are often designated before-hand, or during the event and are placed in control of the organization while the incident is dealt with. An incident is an event that could lead to loss of, or disruption to, an organization's operations, services or functions. If not managed effectively an incident can escalate into an emergency, crisis or a disaster. 

What are the steps in the Planning Process?

At each step in the planning process, jurisdictions need to consider the impact of the decisions made on training, exercise, equipment, and other requirements. For each step of the planning process, this guide highlights some of those “preparedness estimate” activities. Planners must delegate designees to take an active interest in operations & planning. Although scheduling meetings with so many participants may prove difficult, it is critical that the technology in place is easy to manage and robust in nature.

What are the typical technology components & requirements for incident/crisis management?

  • Typically a dedicated Network Operation Center for incident management/disaster recovery systems.
  • Communication products that integrate seamlessly into existing incident and maintenance procedures.
  • Most Incident Management systems include a conference bridge which is a vital tool of the NOC and deemed to be a mission critical application.
  • The hosting of one or more troubleshooting bridges and breakout rooms that remains open indefinitely for the duration of the incident.
  • The ability to contact (via Emergency Conference) a large number of teams, globally, via phone call and email to invite them to join the bridge.
  • A system to execute these commands with minimal user intervention.
  • The generation of reports based on the troubleshooting bridges. 

Benefits of incident/crisis management planning?

  • Identifying core planning teams.
  • Understanding the situation.
  • Determine Operational priorities.
  • Developing and analyzing the courses of action.
  • Plan refinement and execution.
  • Review, revise and maintain plan.


Many organizations will utilize “Emergency/Blast Dial” for incident management. A typical scenario can include pre-configured (blast-dial) address books for each type of outage (Network, Server, Facilities, etc.) An open conference is left up 24/7 & if an issue arrises, someone calls into that open conference. Based on the type and level of outage, they initiate a blast dial to the appropriate address book. In Addition, functionality to aid in collecting data, reviewing user actions, discussing next steps, etc. is beneficial to a well thought out incident/crisis management system.