AI BriefingFirst Action, the Deciding Factor in Incident Response: Woowa Brothers' Incident Management Lifecycle
Key point
Woowa Brothers defined **First Action**, the initial response, as the core of incident handling and built an **Incident Management Lifecycle** to manage it.
Details
The success or failure of incident response depends not simply on how quickly an incident is recognized, but on what First Action (initial response) is taken immediately after recognition. According to Woowa Brothers' analysis, incidents handled with a Hotfix took roughly 2x longer to recover than those where Rollback was chosen.
This is because a hotfix requires time to identify the cause, fix the code, and redeploy, whereas mechanical mitigation actions like rollback or Scale-out can immediately reduce customer impact. To improve this through systems and processes rather than individual capability, Woowa Brothers defined an Incident Management Lifecycle.
This lifecycle divides incidents into a Potential-Incident state and an Incident state, consisting of a total of 7 stages.
- Anomaly: Detecting and recognizing system anomaly signs
- Open: Creating a response channel and propagating company-wide
- Investigating: Identifying the cause
- Identified: Applying a solution
- Monitoring: Checking status after the action
- Resolved: Closing the incident and sharing results
- Closure Time: Tracking follow-up for prevention and improvement
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