Update incident documentation (#60)

Co-authored-by: Karl-Johan Grahn <[email protected]>
karl-johan-grahn · May 13, 2022 · f76f7f6 · f76f7f6
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diff --git a/CHANGELOG.md b/CHANGELOG.md
@@ -4,6 +4,10 @@ All notable changes to this project will be documented in this file.
 The format is based on [Keep a Changelog](https://keepachangelog.com/en/1.0.0/),
 and this project adheres to [Semantic Versioning](https://semver.org/spec/v2.0.0.html).
 
+## [0.14.14] - 2022-05-13
+### Update
+- Update incident documentation
+
 ## [0.14.13] - 2022-04-01
 ### Fix
 - Fix spelling

diff --git a/docs/src/incidents/incidents.md b/docs/src/incidents/incidents.md
@@ -1,4 +1,16 @@
-# Incident declaration automation
+# Incident management
+Practice incident management skills so they become second nature, so you don't struggle to follow the process.
+
+## Implementing an incident management process
+The steps for implementing an incident management process can be summarized as follows:
+1. Define exit criteria for types of incidents
+1. Avoid groupthink and formalize assessment of operations with a risk assessment matrix. Risk assessment could be combined with Analytic Hierarchy Process (AHP).
+1. Appoint delegates for critical functions to avoid single points of failure
+1. Agree organization wise on effort required for different levels of severity and priority
+1. Define and automate response plans, and make sure communication section includes backup communication methods
+1. Work with developers to create playbooks for all services, which need verification and approval process
+
+## Incident declaration automation
 `devopsbot` automates incident declaration:
 - Incident responders and commanders should focus on the essential tasks of resolving the incident
 - Automate the repetitive steps in the incident management process
@@ -15,12 +27,12 @@ An incident is defined as something that:
 - Was not planned for
 - Cannot be resolved within 1 hour
 
-## During incidents
+### During incidents
 The workflow during an incident is as follows:
 
 ![incident declaration flow using the bot](./devopsbot.drawio.png)
 
-## After incidents
+### After incidents
 When an incident has been declared as resolved, there is a need to communicate the resolution and
 learn from the experience.