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An incident is any unplanned disruption or event that requires immediate attention or action
Replace chaos with calm
Anyone can trigger the incident Response Process at any time
On-call schedules for primary and backup subject matter experts (one primary and one backup for each team)
Gain consensus "Are there any strong objections"
Handoffs are encouraged
Failure to Notify Stakeholders
Red Herrings
Practice running major incidents as a team
Don't neglect the postmortem