Chapter
1

Incident Response Tools: Key Considerations & Best Practices

August 22, 2023
15 min read

In today's increasingly interconnected and complex digital landscape, security incidents and breaches are a harsh reality for organizations. Effective incident response can significantly impact dwell time, east-west movement, and damage caused by a breach or performance degradation. Simply put, the faster an organization can respond to an incident, the better it can contain the impact. 

Organizations need the right mix of processes, people, and incident response tools to address modern security threats or isolate the root case of performance problems in an interdependent web of microservices. 

This article will explore incident response tools from an SRE perspective, including the incident command system (ICS) and incident management processes, best practices, real-world examples using microservice architecture, and how to choose and implement the right incident response tools for your organization. 

Summary of key incident response tools concepts

The table below summarizes the incident response tools concepts this article will explore in detail.

Topic Description
Considerations for selecting incident response tools Incident response tool considerations include scalability, alert management, analytics including SLO tracking,
Business outcomes incident response tools support Incident response tools help organizations prepare for, respond to, and recover from incidents that can affect their IT systems and services.
Incident command system An incident command system is a framework that provides standardized ways to communicate and fill specific roles during an incident.
Incident management process Incident management processes deal with managing different types of incidents.
Best practices Best practices include establishing policies, designing workflows, and leveraging effective tooling.

Considerations for selecting incident response tools 

As technology continues to evolve, so do the complexities and vulnerabilities that come with it. For site reliability engineers (SREs), dealing with these challenges means staying vigilant and prepared. One of the key aspects of this preparedness is selecting the right incident response tools.

The sections below explore seven essential considerations to guide an SRE's choice of incident response tools.

Integration and automation capabilities

Any incident response tool you select should seamlessly integrate with your existing systems. This ensures consistent and effective data flow and reduces the need for manual intervention. Therefore, when choosing a tool, examining whether it will integrate well with your current systems is crucial.

As SREs manage complex systems, automation plays a crucial role in incident management. It not only aids in quick resolution but also helps reduce human error. Hence, a tool with solid automation capabilities is highly recommended. Automation can involve different aspects like auto-creation of tickets, auto-escalation, or even auto-remediation for specific incidents.

Scalability

Like any other tool, your incident response tool must scale as your systems grow. It must be able to handle increased data, users, and incidents efficiently without performance degradation. Tools you cannot scale with your organization can create bottlenecks and unnecessarily delay incident response. Ability of the tool itself to guarantee service-level objectives (SLO) and rate limits are vital requirements for monitoring mission-critical applications. Ultimately, the tools used to manage an application environment must have a higher level of availability than the underlying application, so they can be trustworthy.

Alert management

Incident response involves dealing with a high volume of alerts. A useful tool should help you sift through the noise and prioritize critical alerts. It should provide functionalities like alert aggregation, deduplication, suppression, prioritization and routing rules based on predetermined configuration. The best tools on the market use the combination rules, machine learning, and transaction tracing to suppress symptomatic alerts, which helps isolate the root cause of the performance problems.

Real-time collaboration

A quick and effective incident response often requires collaboration among various teams. Your chosen tool should foster real-time collaboration and streamline communication during incident management. Features like integrated chat, conference bridges, and collaborative dashboards can significantly aid this. Squadcast has oncall management solution and Service Catalog that can be used to involve on-call personnel from each team that can be collaborated with in real time. 

Analytics and reporting

Post-incident analysis is an integral part of incident management for continuous improvement. An efficient incident response tool should offer robust analytics and reporting features. It should provide insights into the mean time to acknowledge (MTTA), mean time to resolve (MTTR) incidents, incident trends, SLOs and error budgets enabling you to make data-driven decisions. The SLO functionality ingests events and time-series data from monitoring tools and compares the values to target metrics to calculate SLOs involving multiple parameters. The error budget functionality keeps track of the downtime and SLO violations over time, which the operations team relies on to know how many more outages and degradations the application can sustain before violating upfront agreements on service quality.  

Customizability

Every organization has its unique needs and workflows. Therefore, an incident response tool that allows customization can be highly beneficial. Customizability can range from setting special alert rules and escalation policies to custom reports and integrations.

Training and support

Finally, consider the support and training provided by the tool vendor. You want to ensure that your team can quickly learn how to use the tool and that you'll have ongoing support when needed.

Good open source adoption and maintenance by large organizations is usually an indicator of quality of the tool. It may not meet all the requirements immediately but considering the popularity and the support it has, requests and issues can be made to add or improve particular features. 

In addition to the criteria mentioned above, variables such as team budgets, existing skill sets, and onboarding time, should be considered before choosing an incident response tool. 

Business outcomes incident response tools support

Incident response tools help organizations prepare for, respond to, and recover from incidents that can affect their IT systems and services. These tools can enable businesses to support key outcomes significantly impacting security, productivity, and the bottom line.  

{{banner-1="/design/banners"}}

Rapid incident detection and notification

The primary objective of any incident response tool is to detect and notify relevant personnel of incidents as quickly as possible. This is usually accomplished through integrations with system monitoring tools and alerting mechanisms that notify on-call personnel when an issue is detected.

Incident prioritization and management

Once an incident has been detected, it's important to prioritize it based on severity, impact, and other factors. Incident response tools can automate this process, ensuring that the most critical incidents are dealt with first.

Streamlined and effective communication

During an incident, clear and efficient communication is essential. Incident response tools often provide built-in communication platforms or integrate with third-party messaging tools to streamline information sharing among team members and other stakeholders. This functionality supports team collaboration but also status updates aimed at end-users and clients. For example, Squadcast’s Status Page feature provides visibility into the current health of systems. It’s a single page where anyone can view the latest status messages for ongoing or past incidents that helps keep operators and users on the same page during troubleshooting. In addition to that, targeted emails can be sent to customers who request particular details. 

Automation of routine tasks

To reduce response times and human error, incident response tools aim to automate many routine tasks involved in incident response, such as creating and assigning tickets, escalating issues, and sometimes even performing automated remediation actions.

Coordination of response efforts

Incident response often involves multiple teams within an organization. Coordinating the response efforts of these teams is another key objective of incident response tools. This can include scheduling and tracking tasks, managing on-call rotations, and facilitating virtual "war rooms" for real-time collaboration..

Documentation and post-incident analysis

Incident response tools aim to document all actions taken during an incident, providing a clear audit trail for post-incident review. The ability to analyze these records can lead to insights that help improve future incident response efforts and prevent recurring issues. Squadcast has an “Incident Notes” feature where all notes relating to an incident can be logged and discussed in retrospectives. 

Reduction of downtime and impact

Ultimately, the functionality of an incident response tool contributes to the ultimate goal: reducing downtime and minimizing the impact of incidents on an organization and its users. By responding to incidents quickly and efficiently, these tools help ensure that services are restored as soon as possible and minimize negative impacts.

Incident command system: A vital framework for SRE incident response

In the rapidly evolving tech industry, incidents like system slowdowns, unexpected error rates, or even complete outages are an unfortunate reality. Effectively managing these incidents to minimize their impact on users is crucial. One well-proven approach to incident management is the incident command system (ICS), a standardized structure initially designed for fields like emergency management and firefighting, now increasingly adopted in the tech industry.

Let's explore what ICS is and how it works using AWS Lambda as an example.

ICS for SRE 

In the context of SRE, ICS provides a hierarchical structure to manage incidents involving technical systems or services. It assigns predefined roles and responsibilities, ensuring clear lines of communication and decision-making authority, thus facilitating a well-coordinated response.

The main roles in the ICS include:

  • Incident commander (IC) who is responsible for overall incident management
  • Operations lead that is in charge of technical resolution
  • Communications lead who manages internal and external communication
  • Planning lead that coordinates the longer-term responses
  • Scribe who documents the entire incident timeline.

 These roles can be assigned to different individuals or, in smaller teams, one person might assume multiple roles.

A real-world example: AWS Lambda incident

Imagine a scenario where a company's AWS Lambda-dependent application starts experiencing increased error rates and latencies in one of AWS regions. This issue leads to significant login problems for users of the application.

Upon detection of the problem, a senior SRE engineer with AWS experience is made the incident commander (IC). Once the IC takes charge, they convene a meeting with relevant team members, including representatives from operations, development, customer support, and possibly AWS representatives. 

The IC assigns an operations lead to oversee the technical response, a communications lead to handle internal and external communication about the incident, and a scribe to record everything happening during the incident.

The operations lead begins coordinating the technical response, which includes identifying the root cause of the issue and developing a solution.In parallel, the communications lead drafts communications to notify affected users about the issue and potential service delays.

After several minutes, the operations lead's team identifies that a recent configuration change to the AWS Lambda function has unintentionally triggered throttling limits, causing increased error rates and latencies. The decision is made to revert the configuration change. Once done, the Lambda function returns to normal operation, and the login issues are resolved.

The communications lead informs customers and stakeholders that the issue has been resolved, while the scribe ensures that all the steps taken during the incident are recorded for future analysis.

Following the incident, the team, guided by the IC, conducts a post-incident review based on the scribe's documentation. This helps identify the causes, impacts, and corrective actions, contributing to continuous learning and improvement of incident management processes.

The value of ICS in tech

The incident command system, when effectively applied, can significantly streamline and enhance incident response. Providing a clear structure and distinct roles ensures incidents are managed efficiently, minimizing disruption and downtime and enabling organizations to learn from every incident, driving continuous process improvement.

What is incident management?

Incident management is a core SRE discipline that involves identifying, analyzing, responding to, and learning from incidents in a distributed system. 

It's designed to restore normal service operations as quickly as possible and minimize the impact on business operations, ensuring high service quality and availability.

The incident management process

While the specifics can vary based on the organization, incident management generally follows these eight key steps:

  1. Incident identification: This is the first stage in the process and involves detecting incidents through various means, such as monitoring systems, automated alerts, or user reports.
  2. Incident logging: Once an incident is identified, it's important to log all relevant information. This can include details like the time of the incident, systems affected, user reports, and more.
  3. Incident categorization: Incidents are categorized based on their type, impact, and urgency to help prioritize the response. This helps organizations focus their resources where they are needed most.
  4. Incident prioritization: Based on the categorization, incidents are prioritized. High-priority incidents could have a significant business impact and typically require immediate attention.
  5. Incident response: This involves diagnosing the incident, finding a solution, and implementing it. An initial workaround or temporary fix is often applied to restore service as quickly as possible, followed by a permanent fix.
  6. Incident resolution and recovery: Once the incident has been resolved and normal service operation is restored, this step ensures that the resolution has been successful and that full functionality is restored to all users.
  7. Incident closure: After confirming the resolution, the incident is officially closed. Documenting all actions taken, decisions made, and lessons learned during the incident is crucial.
  8. Post-incident review: This step is all about learning from the incident. The incident and the response are analyzed to understand what went wrong, why, and how to prevent similar incidents.

The importance of incident management

A robust incident management process is critical for any organization that relies on IT services. It helps minimize disruption and maintain high service quality, and contributes to continuous improvement.  By learning from each incident, organizations can improve their systems and processes, making them more resilient and reliable.

Best practices for working with incident response tools 

There’s no one-size-fits-all answer for effective incident response. However, some practical tips can help organizations on the road to finding what works best for them.  The best practices below can help organizations get the people, process, and tooling aspects of incident response right. 

Establish policies

Well-defined policies create a shared understanding of handling incidents and empower team members by removing ambiguity. That removal of ambiguity can enable effective incident response even when the pressure of a real-world incident is applied. 

Here are some tips for effective policy creation that can complement the use of incident response tools: 

  • Define clear roles and responsibilities: Having a clear understanding of who does what during an incident is crucial. This involves defining roles such as incident commander, communications lead, operations lead, and others. Each role must have a clear set of responsibilities and the authority to carry them out.
  • Prioritize incidents: Not all incidents have the same impact or urgency. Develop a system for categorizing and prioritizing incidents based on their potential to affect business operations or service levels. This will ensure that high-impact incidents get the attention they need.
  • Set clear communication policies: Effective communication is key during an incident. This includes internal communication among the response team and external communication with stakeholders. Set guidelines for how and when to communicate, and consider establishing predefined templates for common scenarios.

Design effective workflows

Like policies,  workflows can remove ambiguity and provide a clear path to handle incidents in the heat of the moment. Here are three tips for designing effective incident response workflows:

  • Create standardized processes: Having a set procedure to follow when an incident occurs helps to ensure a swift and effective response. This can include steps like incident identification, logging, categorization, response, resolution, and review.
  • Implement escalation procedures: Not every incident can be resolved by the first line of response. Establish clear escalation paths to ensure incidents can be quickly passed to the right people or teams.
  • Plan for post-incident reviews: Learning from each incident is crucial for continuous improvement. After each incident, conduct a retrospective to understand what went wrong, what went well, and how to improve. The retrospective is a foundational part of the modern DevOps processes that promote continuous improvement based on post-mortem analysis and lessons learned from previous service impacting incidents.

Choose the right tools for the job

There are plenty of incident response tools you could use. Finding the tools you should use requires context. The tips below can help teams choose the right tools to address specific use cases: 

  • Leverage monitoring and alerting tools: These tools can help identify incidents before they become serious. They can also be used to track the progress of incident resolution and to identify patterns or trends that could indicate larger problems.
  • Utilize incident management platforms: These platforms can help streamline and automate much of the incident response process. They can assist with logging incidents, assigning and tracking tasks, managing communication, and more.
  • Invest in knowledge management systems: A database of past incidents, common issues, and effective solutions can be an invaluable resource for your incident response team. This can help speed up resolution times and prevent the same issues from recurring.

How to implement incident response tools and best practices

To demonstrate incident response best practices in action, let's consider an e-commerce company called CompanyA. Their application is built with a microservices architecture, running in a Kubernetes cluster, with a MySQL database and Redis cache. We'll focus on an incident where their checkout microservice frequently crashes.

Alerting system

CompanyA uses Prometheus for monitoring their system, with alerts set up in Alertmanager. A high error rate triggers an alert for the checkout microservice.


# Alert rule in Prometheus
groups:
- name: checkout-service-rules
  rules:
  - alert: HighErrorRate
    expr: rate(http_requests_total{code=~"5..",service="checkout"}[5m]) > 1
    for: 10m
    labels:
      severity: critical
    annotations:
      summary: High error rate in checkout service
	

Incident identification & logging

When the alert triggers, it's sent to their incident management platform, Squadcast, which creates an incident and notifies the on-call engineer. The engineer acknowledges the incident and starts investigating. All these steps are logged in Squadcast.

Squadcast app screenshot showing automated response actions

Incident categorization & prioritization

The on-call engineer identifies that the checkout service repeatedly crashes and restarts. This is a critical issue since it directly affects customer orders (a core business process), and the incident is given the highest priority (P1). 

Incident response

The engineer looks into Kubernetes logs for the crashing microservice using kubectl:


kubectl logs -l app=checkout-service --since=1h
	

They find that the service is running out of memory. As a temporary fix, they decide to increase the memory limit for the checkout service.


# Kubernetes deployment YAML
apiVersion: apps/v1
kind: Deployment
metadata:
  name: checkout-service
spec:
  template:
    spec:
      containers:
      - name: checkout-service
        image: checkout-service:1.0
        resources:
          limits:
            memory: "8Gi"
	

After applying the new configuration:


kubectl apply -f checkout-service.yaml
	

the service becomes stable.

Incident resolution & recovery

The engineer verifies the fix by checking the error rate in a Grafana dashboard and seeing it return to normal. They also test the checkout functionality manually to confirm it's working as expected.

Incident closure

After ensuring the system is stable, the engineer closes the incident in Squadcast and logs the temporary fix applied.

Post-incident review

A post-incident review meeting is conducted with all involved parties. The engineer explains the incident, reviews the resolution, and presents the logs from the Kubernetes cluster and Prometheus metrics.  They agree that the root cause was inadequate resource allocation for the checkout service and decide to review and adjust resource allocations for all services to prevent similar issues in the future. They also plan to improve monitoring around resource utilization to get early warnings for such issues.

This example highlights the practical application of incident response best practices, showcasing how clear roles, effective monitoring and alerting, categorization, resolution, and review can help resolve incidents efficiently and improve system reliability.

{{banner-2="/design/banners"}}

Conclusion

Finding the right incident response tools for a specific use case requires understanding the business context and evaluating the tools themselves. A thorough incident response tool selection process can help organizations match tools to business needs, and frameworks and processes such as ICS and incident management processes help enable effective overall incident response practices.

Subscribe to our LinkedIn Newsletter to receive more educational content
Subscribe now
Subscribe to our Linkedin Newsletter to receive more educational content
Subscribe now
Squadcast is a leader in Incident Management on G2 Squadcast is a leader in Mid-Market IT Service Management (ITSM) Tools on G2 Squadcast is a leader in Americas IT Alerting on G2 Best IT Management Products 2024 Squadcast is a leader in Europe IT Alerting on G2 Squadcast is a leader in Enterprise Incident Management on G2 Users love Squadcast on G2
Squadcast is a leader in Incident Management on G2 Squadcast is a leader in Mid-Market IT Service Management (ITSM) Tools on G2 Squadcast is a leader in Americas IT Alerting on G2
Best IT Management Products 2024 Squadcast is a leader in Europe IT Alerting on G2 Squadcast is a leader in Enterprise Incident Management on G2
Users love Squadcast on G2
Copyright © Squadcast Inc. 2017-2024
📢 Webinar Alert! Live Call Routing with Squadcast: Helping Teams Achieve Faster Resolutions | Register here