BUILD A COMPREHENSIVE INCIDENT RESPONSE RUNBOOK
Processes and documentation ensure consistency in your operations and client experience. Every Wednesday, we share an AI prompt to help you turn documentation from an afterthought into an opportunity to improve efficiency.
The scenario:
When incidents hit, you need a structure to ensure consistent communication and preserve client trust. Use this prompt to create a detailed incident response runbook that goes beyond fixing problems to manage business impacts professionally.
The prompt:
You are the operations director of an MSP. Your team supports diverse environments in [insert industries], and you need consistent incident handling. Create a comprehensive incident response runbook with the following:
An incident classification and escalation matrix.
An initial response protocol for the first 30 minutes.
A plan to manage communication throughout.
A resolution and recovery process.
Post-incident analysis requirements.
Format as a quick-reference guide with decision trees, time-based checklists, and template libraries that engineers can follow under pressure. Include role-specific sections so each team member can easily see their responsibilities.