KB-612: Escalated Incident Review (EIR) Template

LeanTech IT Solutions — Standard Template

Document ID: KB-612

Effective Date: February 11, 2020

Last Reviewed: June 30, 2021

Classification: Internal — Tier 2/Tier 3 Support Staff

Use this template for Tier 2 and Tier 3 incidents only.

Page 1 - Incident Overview

Use the exact heading format below:

<Call Reference No. 01> - <Incident Title>
<P1/P2/P3> Escalated Incident Review (EIR)

Required header fields:

(A list of involved parties required to complete the lessons learned and inform actions.)

(Brief summary of what happened, how long the platform was down, and how service was restored.)

(Did we lose anything? What was the impact to stakeholders and their customers? Was there slowdown, outage, or processing delay?)

Write this line exactly on Page 1:

Timeline - See appendix

(Key decisions made during the incident and why.)

(What caused the impact above, in order, and what other issues did this cascade onto?)

(What did we do to mitigate or solve the issue?)

(Links to dashboards, command outputs, references, and other material used during the incident.)

Score	Meaning
GOOD / RAPID	Exceeded expectations
FAIR / IN LINE WITH COMMITMENTS	Met expected standard
REQUIRING IMPROVEMENT	Below expected standard
NOT APPLICABLE	Not relevant to this incident

Fill one row per area with Score and Notes.

Area	Score	Notes
MONITORING EFFECTIVENESS - Was the right monitoring in place to highlight the issue/aid diagnosis?
RESPONSE TIME - Was alerting escalated in a timely fashion and how quickly was the initial call to action picked up?
IMPACT ASSESSMENT - Was the right priority assigned to the call?
ATTENDANCE - Did we get the right people in the room at the right time?
COMMUNICATION EFFECTIVENESS - Were the team able to communicate effectively using the available channels?
INCIDENT RESOLUTION - Time to resolve the incident taking into account the size and complexity
CUSTOMER SATISFACTION - Did we manage to avoid any reputation damage or impact?
KNOWLEDGE DOCUMENTATION - Did the right knowledge exist to aid diagnosis and resolution?
CHANGE CONTROL - Did we take effective measures when applying changes?

Additional information:

Action Item	Type of work	Owner	Ticket	Priority

Use time-ordered bullets with exact timestamps.

Template:

<Month DD, YYYY>
- HH:MM AM/PM <event summary>
- HH:MM AM/PM <event summary>
- HH:MM AM/PM <event summary>

For each timeline event, attach or reference supporting evidence.

Timeline Entry	Evidence Type	File / Link / Notes
HH:MM AM/PM	Screenshot
HH:MM AM/PM	Command Output