The document discusses the necessity of an Incident Command System (ICS) for improving incident response effectiveness, originally developed for wildfire management in California. It emphasizes the challenges associated with current tools and communication methods during incidents and presents the benefits of using OpsGenie's Incident Command Center (ICC) for organized collaboration and coordination among teams. Key features include real-time notifications, centralized dashboards, and mobile accessibility to enhance incident management.

1. What’s New:
Incident Command
Center (ICC)
Emel Dogrusoz

2. Today’s Agenda
● Why need an Incident Command System?
● Common Reasons of Slow & Ineffective Incident
Response
● Tour of functionality
● Benefits of OpsGenie’s Incident Command Center
(ICC)
● Q&A

3. Why need an Incident Command System?
● Built after the nation-wide used Incident
Command System (ICS).
● ICS was first developed in the 1970’s to
ease commanding, controlling, and
coordinating the emergency response to
wildfires that quickly move across
California.
● Digital world has similar requirements to
solve IT incidents quickly.

4. Incident Response Orchestration
1. Planning in advance
2. Defining responders and
their communication and
collaboration methods
3. Defining stakeholders and
communications with them
4. Effective post incident
analysis

5. Problems causing slow & ineffective response:
● Complexities associated with having to use and switch between various tools
and platforms during incident response
● Unclear lines of communication
● Difficulty in organizing various teams to access the collaboration platform from
different geographies
● Blurred lines of authority leading to response delays and confusion
● Difficulty coordinating the planning among multiple teams
● Lack of accurate and reliable information on the collaboration platform

6. Incident Command Center

7. Benefits of ICC
Use Incident Command Center (ICC) to organize your teams, debate solutions, and take
immediate coordinated action.
● Instantly notify and bring all responders together in a virtual war room with OpsGenie-
Hosted audio & video conferencing
● Stop having to use and switch between various tools and platforms during incident
response
● View the status and progress of each responder team within the platform itself
● Enable participants to join via mobile devices
● Initiate and track all status updates and actions, from one centralized dashboard
● Access past session collaboration metrics for post-incident analysis

8. Things to Remember
● ICC is available in the Enterprise Plan and up (as part of Incident
Response Orchestration feature set)
● All responder roles (User, Admin, Owner) can access the ICC
menu.
● Please do not forget to allow pop-ups from your browser to be
able to join ICC sessions!
● If you want ICC to be enabled for you, please contact Customer
Success!

9. Thank You