Reviewed by CDR Joseph J. Leonard, Jr., CDR, USCG (ret.)

In today’s fast-paced world of Information Technology (IT), where incidents such as
service disruptions and security breaches can have devastating consequences, the
need for a structured, efficient response system is critical. Incident Management for
Operations offers a groundbreaking approach to IT incident management by adopting
the Incident Management System (IMS), a framework traditionally used by firefighters.
This book bridges the gap between IT and emergency response, providing a fresh
perspective on handling high-stakes, time-sensitive events. The authors introduce IMS
as an all-hazard, all-risk framework that prioritizes leadership, communication, and time
management during crises. They effectively argue that IMS principles can be adapted to
IT operations to create a unified and systematic approach to incident management. The
book begins with a comprehensive overview of the IMS framework, breaking it down
into manageable components, including the role of the Incident Commander, the
importance of a unified command structure, and the value of collaboration across
multiple business units.

One of the book’s standout features is its emphasis on real-world application. Using
case studies from IT operations, the authors demonstrate how IMS principles can be
tailored to fit diverse organizational needs. From small startups to global corporations,
the examples highlight the scalability and adaptability of the IMS methodology.  A
particularly useful tool introduced in the book is the PROCESS programmatic evaluation
tool; PROCESS stands for (Predictable-Repeatable, Optimized-Clear-Evaluated-
Scalable-Sustainable). This systematic approach allows organizations to assess their
incident response capabilities, identify gaps, and implement targeted improvements.
The authors walk readers through the application of PROCESS , emphasizing its
practicality and relevance to modern IT challenges. Another strength of the book is its
focus on leadership and decision-making during incidents. The responsibilities of the
Incident Commander are explored in depth, providing actionable insights for IT leaders.
The authors stress the importance of clear communication, decisive action, and
continuous evaluation, underscoring the critical role leadership plays in successful
incident management.

What sets Incident Management for Operations apart is its accessibility. The authors
use clear, jargon-free language, making the concepts easy to understand and
implement. They balance theoretical insights with practical advice, ensuring that readers
can immediately apply what they learn to their own organizations. The book’s
conclusion reinforces its central message: there is a better way to respond to IT
incidents, and IMS provides the roadmap. By adopting this proven framework,
organizations can enhance their resilience, improve outcomes, and minimize the impact
of incidents on their operations.

YLD Key Leadership Takeaway: Effective incident management starts with strong
leadership, clear communication, and a structured response system. By adopting the
IMS framework, leaders can empower their teams to respond decisively and
collaboratively to any challenge, transforming chaos into coordinated action.

ISBN: 9781491917626