563 lines
16 KiB
HTML
563 lines
16 KiB
HTML
<!DOCTYPE html>
|
|
<!--[if lt IE 7 ]><html class="no-js ie6"><![endif]-->
|
|
<!--[if IE 7 ]><html class="no-js ie7"><![endif]-->
|
|
<!--[if IE 8 ]><html class="no-js ie8"><![endif]-->
|
|
<!--[if IE 9 ]><html class="no-js ie9"><![endif]-->
|
|
<!--[if (gt IE 9)|!(IE)]><!--> <html class="no-js" lang="en"> <!--<![endif]-->
|
|
<head>
|
|
<meta charset="utf-8">
|
|
|
|
<title>Glossary - Spearhead Systems Incident Response Documentation</title>
|
|
|
|
<!-- Author and License -->
|
|
<meta name="author" content="Spearhead Systems, Inc." />
|
|
<meta name="dcterms.license" content="http://www.apache.org/licenses/LICENSE-2.0" />
|
|
|
|
<!-- Page Description -->
|
|
|
|
<meta name="keywords" content="spearhead, incident, response" />
|
|
<meta name="robots" content="index, follow, noarchive" />
|
|
|
|
<!-- Mobile -->
|
|
<meta name="viewport" content="width=device-width, initial-scale=1.0, minimum-scale=1.0" />
|
|
<meta name="theme-color" content="#1f293a" />
|
|
|
|
<!-- Canonical Link -->
|
|
<link rel="canonical" href="https://response.spearhead.systems/training/glossary/">
|
|
|
|
<!-- Favicon -->
|
|
|
|
<link rel="shortcut icon" type="image/x-icon" href="../../assets/img/icon.png" />
|
|
<link rel="icon" type="image/x-icon" href="../../assets/img/icon.png" />
|
|
|
|
<!-- Apple -->
|
|
<meta name="apple-mobile-web-app-title" content="Spearhead Systems Incident Response Documentation" />
|
|
<meta name="apple-mobile-web-app-capable" content="yes" />
|
|
<meta name="apple-mobile-web-app-status-bar-style" content="black-translucent" />
|
|
<link rel="apple-touch-icon" href="../../assets/img/icon.png">
|
|
|
|
<!-- Open Graph -->
|
|
<meta property="og:url" content="https://response.spearhead.systems/training/glossary/" />
|
|
<meta property="og:title" content="Glossary - Spearhead Systems Incident Response Documentation" />
|
|
<meta property="og:site_name" content="Spearhead Systems Incident Response Documentation" />
|
|
<meta property="og:description" content="A collection of information about the Spearhead Systems incident response process. Not only how to prepare new employees for on-call responsibilities, but also how to handle major incidents, both in preparation and after-work." />
|
|
<meta property="og:image" content="https://response.spearhead.systems/assets/img/cover.png" />
|
|
<meta property="og:locale" content="en_US" />
|
|
<meta property="og:type" content="website" />
|
|
|
|
<!-- Twitter -->
|
|
<meta name="twitter:card" content="summary_large_image" />
|
|
<meta name="twitter:title" content="Glossary - Spearhead Systems Incident Response Documentation" />
|
|
<meta name="twitter:description" content="A collection of information about the Spearhead Systems incident response process. Not only how to prepare new employees for on-call responsibilities, but also how to handle major incidents, both in preparation and after-work." />
|
|
<meta name="twitter:image" content="https://response.spearhead.systems/assets/img/cover.png" />
|
|
|
|
<!-- Style -->
|
|
<style>
|
|
@font-face {
|
|
font-family: 'Icon';
|
|
src: url('../../assets/fonts/icon.eot?52m981');
|
|
src: url('../../assets/fonts/icon.eot?#iefix52m981')
|
|
format('embedded-opentype'),
|
|
url('../../assets/fonts/icon.woff?52m981')
|
|
format('woff'),
|
|
url('../../assets/fonts/icon.ttf?52m981')
|
|
format('truetype'),
|
|
url('../../assets/fonts/icon.svg?52m981#icon')
|
|
format('svg');
|
|
font-weight: normal;
|
|
font-style: normal;
|
|
}
|
|
</style>
|
|
<link rel="stylesheet" href="../../assets/stylesheets/application-a422ff04cc.css">
|
|
|
|
<link rel="stylesheet" href="../../assets/stylesheets/palettes-05ab2406df.css">
|
|
|
|
|
|
|
|
|
|
|
|
<link rel="stylesheet" href="https://fonts.googleapis.com/css?family=Colfax Regular:400,700|Roboto+Mono">
|
|
<style>
|
|
body, input {
|
|
font-family: 'Colfax Regular', Helvetica, Arial, sans-serif;
|
|
}
|
|
pre, code {
|
|
font-family: 'Roboto Mono', 'Courier New', 'Courier', monospace;
|
|
}
|
|
</style>
|
|
|
|
|
|
<link rel="stylesheet" href="../../assets/css/extra.css">
|
|
|
|
|
|
<!-- Scripts -->
|
|
<script src="../../assets/javascripts/modernizr-4ab42b99fd.js"></script>
|
|
|
|
</head>
|
|
|
|
|
|
|
|
<body class="palette-primary-green palette-accent-blue-grey">
|
|
|
|
|
|
|
|
|
|
<div class="backdrop">
|
|
<div class="backdrop-paper"></div>
|
|
</div>
|
|
<input class="toggle" type="checkbox" id="toggle-drawer">
|
|
<input class="toggle" type="checkbox" id="toggle-search">
|
|
<label class="toggle-button overlay" for="toggle-drawer"></label>
|
|
<header class="header">
|
|
<nav aria-label="Header">
|
|
<div class="bar default">
|
|
<div class="button button-menu" role="button" aria-label="Menu">
|
|
<label class="toggle-button icon icon-menu" for="toggle-drawer">
|
|
<span></span>
|
|
</label>
|
|
</div>
|
|
<div class="stretch">
|
|
<div class="mainlogo">
|
|
<a href="/" title="Go to homepage.">
|
|
<img src="../../assets/img/logo.png" title="PagerDuty" />
|
|
</a>
|
|
</div>
|
|
<div class="title">
|
|
<span class="path">
|
|
Incident Response
|
|
<i class="icon icon-link"></i>
|
|
</span>
|
|
|
|
<span class="path">
|
|
|
|
|
|
Training <i class="icon icon-link"></i>
|
|
|
|
|
|
</span>
|
|
|
|
Glossary
|
|
</div>
|
|
</div>
|
|
|
|
|
|
<div class="button button-twitter" role="button" aria-label="Twitter">
|
|
<a href="https://twitter.com/spearhead_sys" title="@spearhead_sys on Twitter" target="_blank" class="toggle-button icon icon-twitter"></a>
|
|
</div>
|
|
|
|
|
|
|
|
<div class="button button-github" role="button" aria-label="GitHub">
|
|
<a href="https://github.com/spearheadsys" title="@spearheadsys on GitHub" target="_blank" class="toggle-button icon icon-github"></a>
|
|
</div>
|
|
|
|
<div class="button button-search" role="button" aria-label="Search">
|
|
<label class="toggle-button icon icon-search" title="Search" for="toggle-search"></label>
|
|
</div>
|
|
</div>
|
|
<div class="bar search">
|
|
<div class="button button-close" role="button" aria-label="Close">
|
|
<label class="toggle-button icon icon-back" for="toggle-search"></label>
|
|
</div>
|
|
<div class="stretch">
|
|
<div class="field">
|
|
<input class="query" type="text" placeholder="Search" autocapitalize="off" autocorrect="off" autocomplete="off" spellcheck="false">
|
|
</div>
|
|
</div>
|
|
<div class="button button-reset" role="button" aria-label="Search">
|
|
<button class="toggle-button icon icon-close" id="reset-search"></button>
|
|
</div>
|
|
</div>
|
|
</nav>
|
|
</header>
|
|
<main class="main">
|
|
|
|
<div class="drawer">
|
|
<nav aria-label="Navigation">
|
|
|
|
<a href="https://github.com/spearheadsys/issue-response-docs" class="project">
|
|
<!-- <div class="banner">
|
|
|
|
<div class="logo">
|
|
<img src="../../assets/img/icon.png">
|
|
</div>
|
|
|
|
<div class="name">
|
|
<strong>
|
|
Spearhead Systems Incident Response Documentation
|
|
<span class="version">
|
|
|
|
</span>
|
|
</strong>
|
|
|
|
<br>
|
|
spearheadsys/issue-response-docs
|
|
|
|
</div>
|
|
</div> -->
|
|
</a>
|
|
<div class="scrollable">
|
|
<div class="wrapper">
|
|
<!--
|
|
<ul class="repo">
|
|
<li class="repo-download">
|
|
|
|
|
|
<a href="https://github.com/spearheadsys/issue-response-docs/archive/master.zip" target="_blank" title="Download" data-action="download">
|
|
<i class="icon icon-download"></i> Download
|
|
</a>
|
|
|
|
</li>
|
|
<li class="repo-stars">
|
|
<a href="https://github.com/spearheadsys/issue-response-docs/stargazers" target="_blank" title="Stargazers" data-action="star">
|
|
<i class="icon icon-star"></i> Stars
|
|
<span class="count">–</span>
|
|
</a>
|
|
</li>
|
|
</ul>
|
|
<hr/>
|
|
-->
|
|
<div class="toc">
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Home" href="../..">
|
|
Home
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">On-Call</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Being On-Call" href="../../oncall/being_oncall/">
|
|
Being On-Call
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Alerting Principles" href="../../oncall/alerting_principles/">
|
|
Alerting Principles
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">Before an Incident</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Severity Levels" href="../../before/severity_levels/">
|
|
Severity Levels
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Different Roles" href="../../before/different_roles/">
|
|
Different Roles
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Call Etiquette" href="../../before/call_etiquette/">
|
|
Call Etiquette
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">During an Incident</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="During An Incident" href="../../during/during_an_incident/">
|
|
During An Incident
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Security Incident" href="../../during/security_incident_response/">
|
|
Security Incident
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">After an Incident</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Post-Mortem Process" href="../../after/post_mortem_process/">
|
|
Post-Mortem Process
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Post-Mortem Template" href="../../after/post_mortem_template/">
|
|
Post-Mortem Template
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">Training</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Overview" href="../overview/">
|
|
Overview
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Incident Commander" href="../incident_commander/">
|
|
Incident Commander
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Deputy" href="../deputy/">
|
|
Deputy
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Scribe" href="../scribe/">
|
|
Scribe
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Subject Matter Expert" href="../subject_matter_expert/">
|
|
Subject Matter Expert
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="current" title="Glossary" href="./">
|
|
Glossary
|
|
</a>
|
|
|
|
|
|
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="About" href="../../about/">
|
|
About
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</nav>
|
|
</div>
|
|
<article class="article">
|
|
<div class="wrapper">
|
|
|
|
<h1>Glossary</h1>
|
|
|
|
<p>Ever wonder what all of those strange words you sometimes see in our documentation mean? This page is here to help.</p>
|
|
<table>
|
|
<thead>
|
|
<tr>
|
|
<th>Term</th>
|
|
<th>Description</th>
|
|
</tr>
|
|
</thead>
|
|
<tbody>
|
|
<tr>
|
|
<td><strong>IC / Incident Commander</strong></td>
|
|
<td>The incident commander is the person responsible for bringing any major incident to resolution. They are the highest ranking individual on any major incident call, regardless of their day-to-day rank. Their decisions made as commander are final. <a href="../../before/different_roles/">More info</a>.</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>Deputy</strong></td>
|
|
<td>Typically the backup IC. The deputy's job is to support the IC during the call, providing them with any help they need. <a href="../../before/different_roles/">More info</a>.</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>Scribe</strong></td>
|
|
<td>The scribe's job is to keep a log of all activities performed during the call in a written chat log on Slack. <a href="../../before/different_roles/">More info</a>.</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>Resolver</strong></td>
|
|
<td>A person on the incident call who is able to help resolve issues within a particular system. Also referred to as an SME (see below). <a href="../../before/different_roles/">More info</a>.</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>SME</strong></td>
|
|
<td>"Subject Matter Expert", someone who is an expert in a particular service or subject who can provide information to the IC, and perform resolution actions for a particular system. <a href="../../before/different_roles/">More info</a>.</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>CAN Report</strong></td>
|
|
<td>CAN stands for "Conditions" "Actions" "Needs", if an IC asks you for a CAN report, you should provide the current state of your service (condition), what actions need to be taken to return it to a healthy state (actions), and what support you need in order to perform the actions (needs).</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>Sev / Severity</strong></td>
|
|
<td>How severe the incident is. The "sev" of an incident determines the type of response we give. The higher the severity, the higher the likelihood of making risky actions to resolve the situation. <a href="../../before/severity_levels/">More info</a>.</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>Span of Control</strong></td>
|
|
<td>Refers to the number of direct reports you have. For example, if the IC has 10 people as direct reports on a call, they have a large span of control. We aim to make the span of control as minimal as we can while still being productive.</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>Grenade Thrower</strong></td>
|
|
<td>Someone who joins the call at a late time in the game, and provides information that completely derails the current thinking. They then leave almost immediately.</td>
|
|
</tr>
|
|
<tr>
|
|
<td><strong>Executive Swoop</strong></td>
|
|
<td>When an executive comes on the call and drops some sort of bombshell. A version of grenade throwing.</td>
|
|
</tr>
|
|
</tbody>
|
|
</table>
|
|
<aside class="copyright" role="note">
|
|
|
|
Copyright © Spearhead Systems, Inc. –
|
|
|
|
Documentation built with
|
|
<a href="http://www.mkdocs.org" target="_blank">MkDocs</a>
|
|
using the
|
|
<a href="http://squidfunk.github.io/mkdocs-material/" target="_blank">
|
|
Material
|
|
</a>
|
|
theme.
|
|
</aside>
|
|
|
|
<footer class="footer">
|
|
|
|
<nav class="pagination" aria-label="Footer">
|
|
<div class="previous">
|
|
|
|
<a href="../subject_matter_expert/" title="Subject Matter Expert">
|
|
<span class="direction">
|
|
Previous
|
|
</span>
|
|
<div class="page">
|
|
<div class="button button-previous" role="button" aria-label="Previous">
|
|
<i class="icon icon-back"></i>
|
|
</div>
|
|
<div class="stretch">
|
|
<div class="title">
|
|
Subject Matter Expert
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</a>
|
|
|
|
</div>
|
|
<div class="next">
|
|
|
|
<a href="../../about/" title="About">
|
|
<span class="direction">
|
|
Next
|
|
</span>
|
|
<div class="page">
|
|
<div class="stretch">
|
|
<div class="title">
|
|
About
|
|
</div>
|
|
</div>
|
|
<div class="button button-next" role="button" aria-label="Next">
|
|
<i class="icon icon-forward"></i>
|
|
</div>
|
|
</div>
|
|
</a>
|
|
|
|
</div>
|
|
</nav>
|
|
|
|
</footer>
|
|
|
|
</div>
|
|
</article>
|
|
<div class="results" role="status" aria-live="polite">
|
|
<div class="scrollable">
|
|
<div class="wrapper">
|
|
<div class="meta"></div>
|
|
<div class="list"></div>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</main>
|
|
<script>
|
|
var base_url = '../..';
|
|
var repo_id = 'spearheadsys/issue-response-docs';
|
|
</script>
|
|
<script src="../../assets/javascripts/application-997097ee0c.js"></script>
|
|
|
|
|
|
</body>
|
|
</html> |