Bộ mẫu quản lý sự cố
Ma trận mức độ, chính sách cảnh báo, sổ tay incident commander, trực on-call, runbook, truyền thông sự cố, postmortem, diễn tập tabletop, game day, kiểm thử DR và đánh giá toil.
Chính sách
Incident Severity Matrix Template (SEV1 to SEV4)
Đầy đủOrganisation SEV1 to SEV4 standard, impact criteria, response per level, security track, crisis flag, upgrade and downgrade rules, worked examples
PagerDuty Incident Response docs; NIST SP 800-61 Rev. 3Alerting Policy Template (SLO Burn-Rate Alerts)
Đầy đủSymptom-based paging, page vs ticket vs log, multi-window burn-rate rules with worked numbers, alert metadata, naming, routing, noise budget, review, alerts as code
OpenTelemetry semantic conventions 1.44.0; SLO burn-rate alerting
Sẵn sàng production
Incident Commander Handbook Template
Đầy đủIC and response roles, RACI, staffing by severity, declaring and taking command, battle rhythm, decision log, escalation, handover, closing, one-page IC checklist
PagerDuty Incident Response docs; FEMA NIMS 3rd ed. (ICS)On-call Handbook Template
ChuẩnOn-call handbook: rotation and handover, severity examples linked to the matrix, response targets, escalation, first 15 minutes, comms templates, wellbeing
Links ops/incident-severity-matrix; Google SRE books (cited)Runbook Template
ChuẩnService runbook: overview, dependencies, dashboards, per-alert diagnosis and mitigation with commands, common tasks, rollback, contacts
Sự cố
Incident Communication Template
ChuẩnIncident comms plan: audiences, severity matrix, roles, cadence, status page and customer messages, executive brief
Planned Maintenance Notice Template
GọnPlanned maintenance notice with times in several time zones, impact, actions required, status link, plus a completion follow-up
Incident Postmortem Template
Đầy đủBlameless incident postmortem: severity per matrix, impact and error budget, UTC timeline, root cause, 5 Whys, security incident links, action items
Google SRE postmortem practice (concepts, 1st and 2nd ed.); NIST SP 800-61 Rev. 3
Diễn tập và kiểm thử
Tabletop Exercise Template (CISA CTEP, HSEEP, NIST SP 800-84)
Đầy đủDiscussion-based exercise pack: objectives and criteria, roles, ground rules, ransomware scenario with injects, questions, facilitator notes, AAR and Improvement Plan
CISA Tabletop Exercise Packages; FEMA HSEEP 2020; NIST SP 800-84Game Day Plan Template
ChuẩnGame day exercise: objectives, scenarios, roles, schedule, safety controls, comms, detection and response scoring, debrief
DR Test Report Template (NIST SP 800-84, RTO and RPO Evidence)
Đầy đủEvidence of one DR test: SP 800-84 event type, scope, scenario, timeline, RTO and RPO target vs achieved, integrity checks, deviations, findings, actions, sign-off
NIST SP 800-84; NIST SP 800-34 Rev. 1; NIST SP 800-53 Rev. 5 CP-4, CP-9, CP-10; ISO 22301:2019 (clauses only)