Gartner Research

How Gartner Defines Crisis/Incident Management

Published: 18 November 2013

ID: G00257747

Analyst(s): Roberta Witty


The first few hours after a business disruption are the most critical for an organization. Its response can greatly affect the event's scope and impact. A crisis/incident management plan can contain and prevent further damage, and guide the decision of "if and when" recovery plans should be invoked.

Table Of Contents


  • Introduction
  • The Scope of a C/IM Program
  • C/IM Program Interested Parties
  • The Six Key Components of a C/IM Program
    • 1. C/IM Response Process Framework
    • 2. C/IM Team
    • 3. Crisis Command Center/Emergency Operations Center
    • 4. Crisis Communications Procedures
    • 5. BCM Automation
    • 6. C/IM Plan Exercising

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