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Emergencies happen frequently in the world of technology. There are equipment failures, network snafus, and application meltdowns. Technology professionals are quite used to – and very adept at – being in the “fire-fighting” role. But what happens when the basic, old, “run-of-the-mill” emergency turns into a full-blown corporate-wide crisis? Is your incident management process apt to handle an escalated crisis?

From Routine to Crisis: Handling an Escalating IT Incident

Optimize your IT incident management process

Regina Phelps is an internationally recognized expert in the field of emergency management and continuity planning. Since 1982, she has provided consultation and educational speaking services to clients in four continents. She is founder of Emergency Management & Safety Solutions, a consulting company specializing in incident management, exercise design, and continuity and pandemic planning. Clients include many Fortune 500 companies. Ms. Phelps is a frequent top-rated speaker at well-known conferences such as the Disaster Recovery Journal, CP&M, and the World Conference on Disaster Management. She is frequently sought out for her common sense approach and clear, clean delivery of complex topics.
Download From Routine to Crisis: Handling An Escalating IT Incident by Regina Phelps and Kelly David Williams to learn tips and best practices around IT incident management process as well as:
  • The difference between a routine emergency and crisis emergency
  • Considerations for escalating incidents outside of the IT department and into the organization
  • IT's role within the Corporate Incident Management Team
  • How to assess the incident and create an incident action plan
  • The need for company wide incident communications


About the Authors

Kelly David Williams is a Senior Consultant with Emergency Management Safety and Solutions (EMSS). In this role, Mr. Williams works with EMSS clients in all aspects of developing and validating their business continuity management programs. Prior to joining EMSS, Mr. Williams served as the Chief Information Officer (CIO) for three Bay Area companies. As a Vice President at Visa International he created and led the company's first dedicated business continuity planning department.

Written by Regina Phelps & Kelly David Williams