Incident Management Plans & Consulting Services
Incident Management Planning Consultants & Incident Management Solutions
Resilient Services are experienced Incident Management Consultants, supporting organisations to establish and apply structured incident management arrangements aligned with recognised incident management principles.
We work closely with leadership teams and Incident Management Teams (IMTs) to strengthen situational awareness, maintain clear command and control, and coordinate resources effectively during critical events. Our approach combines structured incident management consulting with real-time advisory support—helping organisations make informed, timely decisions throughout an incident and into recovery.
Aligned with recognised standards, including ISO 22320:2018, we focus on building practical capability—not just documentation—so your organisation can respond with clarity, control, and confidence when it matters most.
Effectively managing incidents is a critical part of organisational resilience. Whether it’s a workplace accident, operational disruption, IT outage, or unexpected crisis, having a structured incident management approach ensures your organisation can respond swiftly, minimise impact, and recover smoothly. At Resilient Services, we help businesses of all sizes design, implement, and maintain incident management frameworks that protect people, assets, and reputation while improving preparedness for future events.
What is Incident Management?
Incident management is the systematic process of preparing for, responding to, and recovering from unexpected events that disrupt normal operations. It involves clear procedures, defined roles, and coordinated communication to ensure incidents are addressed efficiently and effectively. A robust incident management program enables organisations to respond quickly to events and reduce operational downtime, protect staff, assets, and sensitive information, maintain business continuity during and after incidents, and learn from each event to continuously improve resilience.
The importance of having an incident management plan
Having a robust incident management system and plan is critical for organisations to respond effectively to unexpected events and minimise operational disruption. Such a system provides a structured approach to identifying risks, defining roles and responsibilities, and establishing clear communication channels during an incident.
With a well-prepared incident management plan, organisations can act quickly, protect their people and assets, maintain business continuity, and recover faster. Beyond immediate response, an incident management plan supports ongoing learning and continuous improvement, ensuring that each event strengthens the organisation’s resilience and readiness for future challenges.
What incident management services does Resilient Services offer?
Resilient Services provides structured incident management services that help organisations establish clear, effective arrangements for managing incidents in line with recognised incident management principles and governance requirements. Our services focus on building capability, clarity, and consistency across incident management roles and processes, and include:
Incident management frameworks, plans, and procedures aligned with organisational governance and escalation requirements
Incident management team (IMT) role definition and training to support effective coordination and decision-making
Incident escalation, command, and control frameworks to ensure proportionate and timely responses
Exercises and scenario-based simulations to test incident management arrangements and build confidence
Post-incident reviews and continuous improvement activities to strengthen future incident management capability
Our Incident Management Consultants
We are fast becoming known as an industry leader in Incident Management
We understand the commercial and operational risks that your business faces and tailor carefully crafted solutions to treat those risks.
With this understanding, what we do offers tailored practical solutions that your organisation can apply to build its resilience.
Our Incident Management Planning Approach
At Resilient Services, we implement a structured and proactive approach to incident management, tailored to your business needs. Depending on your circumstances, we can offer and are not limited to the following services:
1. Preparedness & Planning
We begin by assessing your current incident response capabilities, identifying gaps, and developing customised plans that align with your operational requirements, industry standards, and organisational goals. This planning stage ensures that your team is equipped with clear procedures, defined responsibilities, and practical guidance to handle potential disruptions before they occur.
2. Training & Team Capability
An incident management plan is only effective if people can execute it under pressure. To ensure preparedness translates into action, we provide practical, hands-on training programs that empower your teams to respond confidently during incidents. This includes tabletop exercises, scenario-based drills, and immersive simulations designed to replicate real-world challenges. By reinforcing roles and responsibilities through repeated practice, staff gain the experience and confidence needed to act decisively under pressure.
3. Response & Coordination
When an incident occurs, rapid and coordinated action is critical. We help organisations establish a structured framework for incident activation, escalation, and communication, ensuring that all stakeholders are informed and that decisions are made efficiently. Our guidance supports clear coordination between teams, helping to minimise the impact of the incident while maintaining control of operations.
4. Post-Incident Review & Improvement
Effective incident management does not end once the immediate crisis is resolved. After every incident, we work with your organisation to evaluate performance, document lessons learned, and implement improvements. This continuous review process strengthens future response capability, enhances organisational resilience, and ensures that insights from each event are translated into actionable strategies for ongoing improvement.
Book your FREE 30 minutes resilience assessment now
- Discuss your challenge
- Walk away with the next steps
- Receive clear, practical next-step recommendations
Benefits of Incident Management Planning
Improves Decision-Making Under Pressure
A structured incident management framework with clear command, control, and escalation arrangements enables leaders and incident response teams to make timely, informed decisions in fast-moving and uncertain situations.
Enables Faster and More Coordinated Incident Response
Defined incident response plans, communication protocols, and procedures reduce confusion and duplication of effort, allowing incidents to be stabilised quickly and efficiently.
Clarifies Roles, Responsibilities, and Accountability
Effective incident management planning establishes clear ownership during incidents, ensuring coordinated action and reducing the risk of gaps or overlaps in response.
Enhances Safety and Protects People
Structured incident management processes prioritise life safety and wellbeing, helping protect employees, contractors, and the public during emergencies and disruptive events.
Reduces Operational, Financial, and Reputational Impact
Strong incident control and response capability limits the scale and duration of disruptions, protecting critical operations, assets, and organisational reputation.
Builds Confidence with Stakeholders and Regulators
Demonstrated incident management capability provides assurance to boards, regulators, customers, and partners that incidents will be managed in a controlled, proportionate, and effective manner.
Industries that are offered Incident Management Plans
Resilient Services provides incident management planning & consulting services to clients across New Zealand and Australia in metropolitan cities such as Melbourne, Perth, Sydney, Adelaide, and Brisbane. These industries include, but are not limited to:
Contact Us for Incident Management Services
Fill out the enquiry form — or call 03 9003 9370 — to find out how our tailored Incident Management solutions can help your organisation respond to crises effectively, mitigate impact, and restore operations smoothly. We work with you to manage incidents with professionalism and care, protecting your team, assets, and reputation.
"*" indicates required fields
What our clients are saying
“Business continuity plan is comprehensive and flawless.”
Top 4 Australian
Accounting Firm 2021
Your Incident Management questions answered
Common questions
What industries does Resilient Services specialise in serving?
Resilient Services specialises in serving a variety of industries, including:
- Critical Infrastructure
- Energy and Power
- Government and Regulators
- Industrial and
- Manufacturing
- Maritime
- Mining
- Office/Corporate
- Oil, Gas and Petroleum
- Water
What is incident management?
Incident management is the structured process used to identify, assess, respond to, and resolve incidents that disrupt normal operations or threaten safety, assets, or reputation. It focuses on controlling incidents effectively, coordinating response activities, and restoring normal operations as quickly and safely as possible.
How is incident management different from emergency management?
Incident management focuses on the real-time coordination and control of an incident once it occurs. Emergency management is broader and includes preparedness, response, recovery, and mitigation activities. Incident management typically operates within an organisation’s emergency management framework and is activated during live events.
When should an incident management framework be activated?
An incident management framework should be activated when an event exceeds routine operational controls or requires coordinated decision-making across teams. This may include safety incidents, operational failures, infrastructure outages, environmental events, or security-related incidents.
Who is responsible for incident management during an event?
Responsibility typically sits with a designated incident controller or incident management team, supported by executives as escalation thresholds are met. Clear roles, authority levels, and escalation pathways are critical to ensure timely and effective decision-making during incidents.
Why is incident management important for organisations?
Effective incident management reduces confusion, improves coordination, and supports better decision-making under pressure. It helps organisations protect people, limit operational and reputational impacts, meet regulatory expectations, and recover more quickly following disruptive events.
How does incident management support business continuity?
Incident management stabilises the immediate situation and creates the conditions for continuity and recovery actions to occur. By controlling the incident effectively, organisations can reduce downtime, protect critical functions, and transition smoothly into recovery and business continuity activities.