Assemble. Diagnose. Heal.
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The way we see it
Workflows over tools
Effective incident response is about getting organized, continuously communicating, and thinking rationally under pressure. Develop these skills, and you won’t need expensive software tools.
Closed-loop Communication
Shared understanding is what makes a team resilient against chaos. By employing closed-loop communication, we keep ourselves coherent and accountable.
Clinical Troubleshooting
We can get good at assembling rapidly and notifying stakeholders, but what good does that do us if we can’t decide what to do? Incidents are much shorter when we troubleshoot clinically.
Scientific incident response in 4 days
In D2E's incident response training course, engineering teams learn to stay organized and focused during high-pressure technology incidents. The upshot is fewer, shorter, and less painful incidents. In other words: more uptime.
Cohorts are composed of 5 to 15 students. Students attend four 2-hour sessions, which can be virtual or in-person. The course is priced at $ 2,400 USD per student.
This course comes with our Plus-Time Guarantee. If within 30 days of completing it, you’re not utterly satisfied with the results, we’ll make it right. We’ll refund you for the course, and we’ll also reimburse 8 hours of each participant’s labor-time at their hourly rate (or annual salary divided by 1,920).
Day 1: OrganizE
On the first day, students learn to organize an incident response. Topics include:
Spinning up: getting the right people in the room and up to speed.
The incident commander: what an IC does and doesn’t do.
The roles we play: how to delegate to a scribe, to subject-matter experts, or to a customer liaison.
Day 2: Coordinate
Once an incident is underway, the team must coordinate in pursuit of a speedy resolution. On Day 2, we learn:
Closed-loop communication: staying on the same page by explicitly confirming actions.
Keeping stakeholders informed: how to sustain high-signal situation reporting in a crisis.
Making a plan B: getting out ahead of unforeseen difficulties.
Day 3: Diagnose
Day 3 is all about collaborative diagnosis. Students learn how to troubleshoot scientifically under pressure.
Getting the facts straight: build a shared description of the problem.
Proposing hypotheses and striving to rule them out with tests.
Preserving common ground as understanding shifts and incident responders come and go.
Day 4: Extend
On Day 4, we look to the future. Students work together to build a realistic incident response program for their company. The output of this process is a suitable basis for a proposal to management, taking into account concerns such as:
Scope: what subset of the organization will a new incident response protocol initially be rolled out to?
Ownership: who will be in charge of iterating on the company’s incident response practices? How will they be held accountable for results?
Training: who will be trained on what, and how?
Get at us.
D2E will level up your incident response, so you can spend more time up. Reach out today.