Engineering Better Incident Management
Bring proven, effective incident management to your organization through my consulting and training services
I’ll help you benchmark your company’s current incident management capabilities, understand your strengths, identify opportunities for improvement, figure out where you want to be, and develop the program that will get you there.
Consulting
I leverage my extensive experience and personal expertise to advise my clients. Together, we can strengthen your organization’s incident management capabilities. I can help you develop the capabilities you need to quickly, effectively, and efficiently respond to incidents. I bring proven, effective incident management to my clients through tailored consulting and training services, such as:
- Conducting an assessment and gap analysis of your incident management capabilities:
- What incident management capabilities do you need?
- What incident management capabilities do you already have?
- How do you get from where you are, to where you want to be?
- Helping develop and refine your organization’s incident management plan
- Advising on incident management staffing models, on-call policies, and so forth
- Training your staff in incident management principles and practices
- Educating your senior management about their role in effective incident management (i.e., how best to support and
enable it, rather than inadvertently disrupt it) - Identifying incident management tools and technology that are compatible with your organization’s environment and
culture - Creating, conducting, and critiquing incident management exercises
- Facilitating a blameless incident review after an incident
Training
I’ve leveled up the incident management skills of thousands of people in dozens of companies, across a variety of roles including incident responders, incident commanders, executive teams, and non-responder stakeholders. Training is customized to each company’s unique situation, needs, and methods. Topics and methods that I cover include:
- Basic principles of incident management and the Incident Command System (ICS)
- How to prepare for an effective response
- How to launch and manage an effective response
- How to evolve your response on the fly, scaling it up and down, as both the situation and your resources change
- How to communicate effectively among responders
- How to communicate beyond the responders, to management, customers, investors, regulators, the public, and others
- When and how to conclude a response and return to normal operations
- How to follow up effectively with a blameless incident review
- Guided incident management exercise, so that participants can practice applying these principles and methods
- Discussions of how best to adapt and apply these lessons to your organization
I bring proven incident management methods to your company through a coordinated set of consulting and training services. Together, we’ll mix, match, and modify these services to suit your company’s particular situation and specific needs.
I’ve helped Slack, Google, and others develop these critical capabilities
Holly Allen
I was the lucky beneficiary of Brent’s work on Incident Management at Google. His leadership and direct effort resulted in nothing short of a full reformulation of this key competency of SRE. […] Through Brent’s work and training we were able to build structure and automation around this critical area of expertise, which has resulted in significant reductions in MTTR and improvements in the org’s ability to learn and grow from its service interruptions (e.g. through postmortems).
Marc Alvidrez
Senior Staff Engineer and Senior Manager, Site Reliability, Google
Bring effective Incident Management
to your organization
Learn more about
Brent Chapman
Great Circle Associates, Inc.
www.greatcircle.com info@greatcircle.com International: +1 415 861 3588 USA Toll Free: 877 GRT CRCL