Comment pouvez-vous coordonner la réponse aux incidents avec les fournisseurs, les partenaires et les clients ?

Here are steps to facilitate seamless collaboration: Establish an Incident Response Plan: Develop a comprehensive incident response plan that outlines roles, responsibilities, and communication protocols for internal teams as well as external entities. Identify Key Contacts: Maintain an up-to-date list of key contacts within your organization, vendors, partners, and customers. Include their roles, responsibilities. Communication Protocols: Define clear communication channels and protocols for incident reporting and updates. Establish primary and alternate communication methods, such as email, phone, and collaboration platforms. Incident Notification Process: Clearly define how and when to notify external parties about an incident.

One very important thing what i have seen that people go wrong in defining roles and responsibilities is that the roles have to be defined for an appointment and not associated with a name. Why i am saying so is because people change and then the other person may not be aware or may that he is not XYZ. Further, going a step further when recruiting any individual for an appointment pls tell them also their role in incident response and same can be briefly included in job description and then in detail in onboarding.

When informing about the incident be very clear who is to be the one informing specially when informing media or high business clients. Also keep in mind that there is a level to which everyone is interested to know and hence you should be informing accordingly. Dont be in a hurry to inform every minute detail to everyone. Lastly what i want to add is that have a call tree and keep the details of contacts of key persons in hard copy as well because many times the incident may not leave your systems in a condition to be accessed seamlessly.

One thing I've found useful in coordinating efforts is to establish a bridge call or Teams Meeting to allow everyone to collaborate in real time while on the call.

With my experience what i want to add here is that the level at which the decision to ascertain severity of an incident and response to it can be decided. There has to be standard operating procedures to enable people at operational and tactical levels to decide and act swiftly rather than calling seniors endlessly, while seeing situation worsen and then act when the situation is complex.