Triage

Prioritise and Categorise Incoming Incidents.

The Triage phase is the first and crucial step in the TRACeR method for incident management. It involves the initial assessment of incoming incidents to determine their priority, categorisation, and urgency. The objective is to ensure that incidents are handled efficiently, based on their impact and severity, and that resources are allocated appropriately to minimise disruption.

Key Actions in the Triage Phase

1. Incident Logging:

   • Gather essential details about the incident, such as the type of issue, affected systems, users involved, and relevant timelines.

   • Ensure the incident is documented accurately for tracking and follow-up.

2. Prioritisation:

   • Assess the incident's impact (potential damage or consequences) and urgency (how quickly it needs to be resolved).

   • Assign a priority level (e.g., critical, high, medium, low) to determine the appropriate response time and attention required.

3. Categorisation:

   • Classify the incident based on its nature—hardware, software, security, or network issues. Proper categorisation helps route the incident to the correct team for resolution.

4. Initial Assignment:

   • Allocate the incident to a responder or team capable of managing the identified issue. This may involve assigning it to a first-level support group or determining if escalation is needed.

Outcomes of the Triage Phase

• Effective Incident Handling: By establishing the correct priority and category, incidents can be processed efficiently and organised, ensuring that critical issues receive the attention they need first.

• Resource Optimisation: Triage helps optimise the use of available resources, directing them to the most pressing incidents and reducing unnecessary downtime.

• Reduced Escalation Delays: Proper triage reduces escalation delays by identifying the correct support level early on, ensuring incidents are routed promptly to the right team.

The Triage phase is essential for setting a structured and efficient tone for the rest of the incident management process. It ensures that incidents are appropriately logged, prioritised, and assigned, allowing for streamlined handling and better response outcomes.