Identifying and onboarding key technical specialists required to swarm over the incident and quickly analyze symptoms and suggest possible solutions.Occupying the war room (or establishing the conference call) to manage interactions and escalations with relevant stakeholders involved in the incident.The IC is accountable for the activities involved in managing the major incident to complete resolution. The IC’s work is to maintain oversight of the major incident procedure. This role was separate from the incident manager who sat in operations. A closer look reveals that the incident manager is responsible for the operational activities of the incident management practice and may not necessarily be the designated person for certain major incidents.Īt one of my previous employers, the IC was one of the heads of department. Some texts use the term ‘incident manager’ as a synonym for the IC. Remember how ITIL 4 describes an incident:Īn incident with significant business impact requiring an immediate coordinated solution. ICs are needed for major incidents-not every single incident. In service management, whenever there is a major incident, the organization must designate one person who’s responsible for leading a temporary cross-functional team to focus all energies and attention towards a swift resolution. The IC has overall management responsibility for the incident. FEMA has an apt description for that kind of role in an organization: The reference is mainly found in health and safety domains, where the IC is responsible for managing teams involved in emergency situations that by nature involve danger and rescue such as fire services. All agencies involved in the response will take direction from this Incident Commander.Incident Commander in the war room ( Source) What is an incident commander?įor the most part, you won’t hear the title “Incident Commander” in someone’s job title at the IT department. We will establish Incident Command with a single Incident Commander from the fire service. If you chose this, remember that in a Unified Command, each organization in the Unified Command provides an Incident Commander, and this group of Commanders manage the incident together by establishing a common set of incident objectives.įor the purposes of this scenario, because it is an incident centered on removing casualties from the area of the fire and suppressing the fire, a single Incident Commander is sufficient. A Unified Command with representatives from the various jurisdictions and agencies involved in response to this incident, to include Fire/EMS, Law Enforcement and Public Works is also a viable approach. This is an incident that will involve multiple jurisdictions and agencies. The Fire resources are from Central City and the EMS are from Liberty County. However, at the outset Fire and EMS will likely have the largest role. In this scenario this incident occurred within the jurisdiction of Liberty County. The general rule is that the jurisdiction or organization with primary responsibility for the incident will designate the incident commander. There is not one right answer to this question. Answer (regardless of the choice selected):
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