{"id":86,"date":"2025-06-11T04:34:30","date_gmt":"2025-06-11T04:34:30","guid":{"rendered":"https:\/\/sreschool.com\/blog\/?p=86"},"modified":"2026-05-05T07:30:08","modified_gmt":"2026-05-05T07:30:08","slug":"incident-management-complete-handbook-tutorials","status":"publish","type":"post","link":"https:\/\/sreschool.com\/blog\/incident-management-complete-handbook-tutorials\/","title":{"rendered":"Incident Management. &#8211; Complete Handbook &amp; Tutorials"},"content":{"rendered":"\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><\/h1>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\udded 1. Introduction to Incident Management<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">What is an Incident?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">An <strong>incident<\/strong> is any event that disrupts or reduces the quality of an IT service. This could include server outages, broken integrations, degraded performance, or security breaches.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Definition of Incident Management<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Incident Management<\/strong> is the process responsible for managing the lifecycle of all incidents. Its primary goal is to restore normal service operation as quickly as possible while minimizing impact on business operations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Incident vs Problem vs Change<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Incident<\/strong>: Unplanned interruption.<\/li>\n\n\n\n<li><strong>Problem<\/strong>: The root cause behind recurring incidents.<\/li>\n\n\n\n<li><strong>Change<\/strong>: The addition, modification, or removal of any service component.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Importance<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Minimizes downtime<\/li>\n\n\n\n<li>Improves customer satisfaction<\/li>\n\n\n\n<li>Enables faster resolution<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Goals and Objectives<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Resolve incidents quickly<\/li>\n\n\n\n<li>Maintain SLAs\/SLOs<\/li>\n\n\n\n<li>Learn from past incidents (via RCA)<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\udde0 2. Core Concepts &amp; Terminology<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Severity vs Priority<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Severity<\/strong>: Technical impact (e.g., data loss, downtime).<\/li>\n\n\n\n<li><strong>Priority<\/strong>: Business urgency (e.g., VIP customer affected).<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Severity<\/th><th>Description<\/th><\/tr><\/thead><tbody><tr><td>SEV 1<\/td><td>Complete outage<\/td><\/tr><tr><td>SEV 2<\/td><td>Major functionality loss<\/td><\/tr><tr><td>SEV 3<\/td><td>Minor issues<\/td><\/tr><tr><td>SEV 4<\/td><td>Cosmetic or questions<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">SLA, OLA, and SLO<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>SLA<\/strong>: External commitments<\/li>\n\n\n\n<li><strong>OLA<\/strong>: Internal commitments<\/li>\n\n\n\n<li><strong>SLO<\/strong>: Engineering metrics<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Common Metrics<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>MTTA<\/strong>: Mean Time to Acknowledge<\/li>\n\n\n\n<li><strong>MTTR<\/strong>: Mean Time to Resolve<\/li>\n\n\n\n<li><strong>MTBF<\/strong>: Mean Time Between Failures<\/li>\n\n\n\n<li><strong>MTTD<\/strong>: Mean Time to Detect<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Escalation Paths<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Defined procedures to involve higher support tiers or management.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Runbooks and Playbooks<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Runbook<\/strong>: Step-by-step guide to fix known issues.<\/li>\n\n\n\n<li><strong>Playbook<\/strong>: Broader response strategies.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">War Rooms and ICS<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Centralized command structure for managing critical incidents.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\udde9 3. Types of Incidents<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">IT Service Incidents<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Server crashes<\/li>\n\n\n\n<li>DNS failures<\/li>\n\n\n\n<li>Email outages<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Security Incidents<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Unauthorized access<\/li>\n\n\n\n<li>DDoS attacks<\/li>\n\n\n\n<li>Data breaches<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Major Incidents<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Affect large user base or critical systems.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Operational vs Functional Incidents<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Operational<\/strong>: Infrastructure-related<\/li>\n\n\n\n<li><strong>Functional<\/strong>: Feature not working<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Performance Incidents<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>High latency<\/li>\n\n\n\n<li>API timeouts<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udee0 4. Incident Management Lifecycle<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Detection and Alerting<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Using monitoring tools to detect issues.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Triage and Prioritization<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Classify based on severity and impact.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Assignment and Ownership<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Assign incident to responsible team or on-call engineer.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Investigation and Diagnosis<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Root cause analysis and hypothesis validation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Communication and Coordination<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Across teams and stakeholders.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Resolution and Recovery<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Temporary or permanent fixes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Incident Closure<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure resolution and capture logs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Post-Incident Review (PIR)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Document what went wrong and how to improve.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\uddea 5. Incident Detection and Alerting<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Monitoring Tools<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Prometheus<\/strong>: Time-series metrics<\/li>\n\n\n\n<li><strong>Nagios<\/strong>: Infra and service monitoring<\/li>\n\n\n\n<li><strong>New Relic<\/strong>: APM and user monitoring<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Alerting Tools<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>PagerDuty<\/strong><\/li>\n\n\n\n<li><strong>Opsgenie<\/strong><\/li>\n\n\n\n<li><strong>VictorOps<\/strong><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Best Practices<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Avoid alert fatigue<\/li>\n\n\n\n<li>Use rate limits and thresholds<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udd17 6. Incident Response Team &amp; Roles<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Roles<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Incident Commander<\/strong>: Leads the response<\/li>\n\n\n\n<li><strong>Scribe<\/strong>: Logs all actions and decisions<\/li>\n\n\n\n<li><strong>SMEs<\/strong>: Deep-dive technical experts<\/li>\n\n\n\n<li><strong>Communications Lead<\/strong>: Updates stakeholders<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">On-Call Engineer<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rotational role<\/li>\n\n\n\n<li>Uses tools like PagerDuty<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\uddc3 7. Communication During Incidents<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Internal<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Slack war rooms<\/li>\n\n\n\n<li>Zoom huddles<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">External<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Status pages (Statuspage.io)<\/li>\n\n\n\n<li>Customer emails<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Templates<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>First notice<\/li>\n\n\n\n<li>Regular updates<\/li>\n\n\n\n<li>RCA summary<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udcd1 8. Documentation &amp; Runbooks<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Components<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Description<\/li>\n\n\n\n<li>Preconditions<\/li>\n\n\n\n<li>Step-by-step resolution<\/li>\n\n\n\n<li>Rollback steps<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Auto-Triggered Runbooks<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Using observability tools or bots to launch them.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udd04 9. Post-Incident Analysis<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">RCA Techniques<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>5 Whys<\/strong><\/li>\n\n\n\n<li><strong>Fishbone Diagram<\/strong><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Blameless Culture<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Avoid finger-pointing, focus on process fixes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Continuous Improvement<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Turn RCA into action items.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udcc8 10. Metrics, KPIs &amp; Reporting<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Key Metrics<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Number of incidents per month<\/li>\n\n\n\n<li>MTTA, MTTR trends<\/li>\n\n\n\n<li>SLA\/SLO breaches<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Reporting Tools<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Grafana dashboards<\/li>\n\n\n\n<li>Jira reports<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udd10 11. Security Incident Management<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Detection<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>IDS\/IPS<\/li>\n\n\n\n<li>SIEM (e.g., Splunk, Wazuh)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Response Plan<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Isolate<\/li>\n\n\n\n<li>Investigate<\/li>\n\n\n\n<li>Mitigate<\/li>\n\n\n\n<li>Notify<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Compliance<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>GDPR<\/li>\n\n\n\n<li>HIPAA<\/li>\n\n\n\n<li>SOC 2<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83c\udfd7 12. Tools &amp; Platforms<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Category<\/th><th>Tools<\/th><\/tr><\/thead><tbody><tr><td>Monitoring<\/td><td>Prometheus, Datadog, New Relic<\/td><\/tr><tr><td>Alerting<\/td><td>PagerDuty, Opsgenie, VictorOps<\/td><\/tr><tr><td>Communication<\/td><td>Slack, Zoom, Teams<\/td><\/tr><tr><td>Tracking<\/td><td>Jira, ServiceNow, Freshservice<\/td><\/tr><tr><td>Status Pages<\/td><td>Statuspage.io, Better Uptime<\/td><\/tr><tr><td>Automation<\/td><td>Rundeck, StackStorm, Ansible, Terraform<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\uddf0 13. Incident Automation &amp; AI Ops<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Concepts<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Anomaly detection using AI (e.g., Moogsoft, BigPanda)<\/li>\n\n\n\n<li>Self-healing via scripts<\/li>\n\n\n\n<li>ChatOps bots (e.g., Slackbots)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Tools<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>AIOps: Dynatrace, Splunk ITSI<\/li>\n\n\n\n<li>Automation: Rundeck, StackStorm<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udd04 14. Integration with Change &amp; Problem Management<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Change Management<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Link incidents to recent changes<\/li>\n\n\n\n<li>CAB and freeze windows<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Problem Management<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Create problem records<\/li>\n\n\n\n<li>Eliminate root cause<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udd2c 15. Industry Frameworks<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">ITIL 4<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Standard lifecycle-based approach<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">NIST 800-61<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cybersecurity-centric guide<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Google SRE<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Practical incident handling focus<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">ISO 27001<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Security incidents within ISMS<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83c\udf10 16. Real-World Case Studies<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">AWS S3 Outage (2017)<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Root cause: human error<\/li>\n\n\n\n<li>Lesson: dependency on a single command<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Facebook Outage (2021)<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>DNS and BGP misconfig<\/li>\n\n\n\n<li>Lesson: communication redundancy<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\udded 17. Learning Path and Certifications<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>ITIL Foundation<\/strong>: ITSM basics<\/li>\n\n\n\n<li><strong>Google SRE Udacity<\/strong>: Real-world engineering<\/li>\n\n\n\n<li><strong>CompTIA Security+<\/strong>: For security focus<\/li>\n\n\n\n<li><strong>Cloud-Specific<\/strong>: AWS, Azure incident handling courses<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udcda 18. Practice Scenarios<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Set up Prometheus + Alertmanager<\/li>\n\n\n\n<li>Use chaos engineering (Chaos Monkey)<\/li>\n\n\n\n<li>Simulate SEV-1 incident in war game<\/li>\n\n\n\n<li>Use GitHub repos with mock incidents<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83c\udf93 19. Interview Preparation<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Common Questions<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Describe MTTR in your org<\/li>\n\n\n\n<li>How do you handle noisy alerts?<\/li>\n\n\n\n<li>Describe your role in a SEV-1 incident<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Scenario Q&amp;A<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You get a 3 AM alert \u2014 walk through your response<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\udde9 20. FAQs &amp; Troubleshooting<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What if no one acknowledges the alert?<\/li>\n\n\n\n<li>What\u2019s a good threshold for CPU alerts?<\/li>\n\n\n\n<li>What if your runbook doesn\u2019t work?<\/li>\n\n\n\n<li>How to reduce recurring incidents?<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\ud83e\udded 1. Introduction to Incident Management What is an Incident? An incident is any event that disrupts or reduces the quality of an IT service. This could&#8230; <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-86","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Incident Management. - Complete Handbook &amp; Tutorials - SRE School<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sreschool.com\/blog\/incident-management-complete-handbook-tutorials\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Incident Management. - Complete Handbook &amp; Tutorials - SRE School\" \/>\n<meta property=\"og:description\" content=\"\ud83e\udded 1. Introduction to Incident Management What is an Incident? An incident is any event that disrupts or reduces the quality of an IT service. 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