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Stop Guessing: Here’s an Incident Management Process That Works!

| May 3, 2022 | By

Incident management is the process of identifying, responding to, and recovering from incidents that impact the availability or functionality of your organization’s technology systems.

Effective incident management is critical to ensuring the continuity of operations and preventing business-critical systems from going offline.

In an emergency, your business must have a plan to manage the situation.

Creating and implementing an incident management system will help ensure that your team can effectively communicate and work together to resolve the situation as quickly as possible.

This post will discuss the components of an effective incident management process and provide a walkthrough of how to manage an incident effectively.

Different Types of Incidents

There are five main types of incidents that can occur in an organization: operational incidents, security incidents, service disruptions, and medical instances.

Each type of incident has its specific process for managing it.

Operational Incidents

Operational incidents are unforeseen and often chaotic events that occur during a game at a sporting venue.

They can be caused by various factors, such as system failures, human error, natural disasters, or malicious activity.

Effective incident management is essential for minimizing the negative impact of operational incidents and restoring normal operations as quickly as possible.

The operational in incident management is responsible for ensuring that the necessary resources are available to respond to incidents.

This includes staffing the incident command center, securing the premises, and activating emergency response plans in case of an emergency at a sporting event.

The operational department also oversees the restoration of services back to the game.

Security Incidents

A security incident is an occurrence that impacts the safety of individuals and property at a sporting event.

Security incidents can be intentional (a drunk fan causing disruption at a game) or unintentional (a riot breakout).

The goal of incident management is to protect the fans, staff, and players at the game and ensure the safety and security of the sporting venue also.

Guest Services

Guest services can play an important role in preventing and responding to incidents.

When an incident management plan is activated, the services team can help by providing information and support to fans, employees, players, and other stakeholders involved in the incident.

The service team can provide a range of services, such as helping fans find their way around the stadium, answering questions, and providing support during an emergency.

They can also help keep guests informed of any updates or changes to the situation.

Service teams should be well-trained in incident management procedures and be familiar with the organization’s emergency plans.

Medical Department

The medical department is one of the most important parts of an incident management team.

They are responsible for providing care to those injured or who become ill due to the incident.

The medical department must be able to quickly and effectively assess the situation and provide the necessary care to those who need it.

They must also be able to work with other incident management team members to ensure that the incident is managed safely and effectively.

Police Department

The police department in incident management is a process by which the police department gathers, records, and classifies information about an incident that occurs during a game.

This information can then support investigations, identify patterns, and allocate resources.

There are a number of different software programs that can help the police department in incident management.

These programs can help track and manage evidence and create reports and share information with other agencies.

The Incident Management Process

An incident is an unplanned event that interrupts normal business operations and may cause adverse effects, including financial, reputational, or legal damage.

The goal of incident management is to restore normal operations as quickly as possible while minimizing the negative impact of the incident.

The incident management process consists of five phases:


The first step in effective incident management is identification.

Once an incident has been identified, the next steps are to assess the impact, determine the best course of action, and take corrective action.

For a company to manage incidents effectively, they need to have an incident management system in place.

This system should include procedures for identifying, assessing, and responding to incidents.

It should also include tools for monitoring and tracking incidents and communicating with employees and other stakeholders.


The second step in effective incident management is the response phase.

Once the incident has been identified, it is important to have a plan in place for how to respond.

This includes the steps that will be taken to resolve the incident and the communication plan for notifying fans, players and employees at the event.

It is important to have a clear understanding of who is responsible for each step of the response and ensure that everyone is aware of their roles and responsibilities.

Communication is critical during the response phase and must be timely and accurate.


After the incident has been identified and the necessary steps have been taken to contain it, the next step is to work towards a resolution.

This may include repairing any damage done, restoring service to fans and controlling any brawl that may have occurred at the gaming event.

Sometimes an incident can cause too much damage, or the responsible parties cannot be identified or held accountable. In these cases, all that can be done is to learn from the incident and move on.


This phase aims to return the affected systems and environment to their pre-incident state.

This can be done in a number of ways, but the most important part is to have a plan in place before an incident occurs.

Teams can use reporting data in the incident management system to track where things may have gone array, and put security personnel in those areas to prevent future issues from happening again.

Lessons Learned

The fifth step of the incident management process is lessons learned in the incident management system.

This step aims to review and analyze the incident, identify the factors that contributed to the incident, and develop recommendations for improvement.

The review and analysis should include:

  • The cause of the incident
  • The response to the incident
  • The impact of the incident
  • The lessons learned

The purpose of this step is to improve the effectiveness of the incident management process by identifying and addressing the factors that contributed to the incident.

Over to You

This article provides an overview of an effective incident management process.

By following this process, you can minimize the impact of an incident and get your business back up and running as quickly as possible.

To learn more about this process and how 24/7 Software can help you implement it, visit

Learn how to build your incident management infrastructure

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