Scenario 01 · The Monday Morning Outage
Keep the business moving.
You are the incident response team for Northstar Services. The information is incomplete, the clock is running, and your job is to ask better questions before making a change.
ACTIVE INCIDENT
Customer portal unavailable
At 8:42 AM, customer service reported that customers cannot reach the portal. Several employees also cannot access internal tools. The CEO wants an update in 15 minutes.
Business impact$600 / minuteRevenue and customer trust at risk