When an incident breaks, teams rarely suffer from a shortage of information. They suffer from the time it takes to turn that information into a decision. The signals are already in the building – threat feeds, travel records, workforce location, access control, comms logs – but they sit in separate systems, and the early minutes get spent assembling a picture rather than acting on it.
That gap, between information and action, is where a response is won or lost. Incident & Crisis Management (ICM) exists to close it: a single, structured environment where teams coordinate response under pressure, with the operational picture already assembled when the case opens.
Built by people who have run real incidents and proven in the field with global operators, ICM digitises incident and crisis management – replacing the whiteboards, binder-bound SOPs and disconnected tools that response teams lived with for years. It is delivered as a resilienceOS module and as a 24/7 managed service, so organisations can run response on their own terms or with Restrata’s operators alongside them.
The first five minutes stop being the hardest
Incident response is never linear. Situations escalate, severity shifts, and teams expand as more becomes known. ICM is built to flex with that reality rather than fight it.
A single case model runs everything from a site-level disruption through to a full multi-team crisis, so teams don’t switch tools or processes as an incident grows – structure and continuity hold throughout. And because response happens when time is short and pressure is high, simplicity is a deliberate design principle: the system stays usable at the exact moment it matters most, so teams focus on decisions and actions, not on managing technology.
One operating picture, one source of truth
At the centre of ICM is the response case – a structured, live record of the incident that captures source, time and location, status and severity, ownership and supporting documentation, and brings it together in a central overview that acts as the operational hub for the response.
Data from workforce, travel, risk intelligence, access control and other operational systems is brought together automatically, reducing the need for teams to manually assemble the picture during a live event.
This shared view removes the most common failure mode in a crisis: two teams making decisions from two different versions of the truth. Everyone involved sees what has happened, what is happening now, and what action is under way – one common operational picture across teams.
Connected to the wider resilienceOS platform, that picture gets richer still. Live workforce, travel, site and risk information data flows alongside the case, so response teams start with operational context already in place – no one working from yesterday’s spreadsheet.
Role-based control and accountability
ICM is built around how incident and crisis teams actually operate. Teams and roles are defined at case-type level, so organisations model their own response structures and escalation paths rather than bending to the tool’s. Roles determine visibility and permissions within a case, so sensitive information reaches only the people who need it – clear ownership, real accountability and controlled collaboration throughout the response.
Structured execution through playbooks and tasks
ICM uses playbooks to guide response in a way that is structured but never rigid. Playbooks are aligned to specific roles and selected when a case is created, and multiple playbooks can run within a single incident, so teams adapt as the situation changes – no one locked into a checklist that stopped matching reality ten minutes ago.
Individual actions can be completed, tracked, or converted into tasks and assigned to a role or an individual. Tasks and briefings keep the response coordinated – progress tracked, updates shared, priorities aligned – as the picture evolves and shifts hand over.
Decisions that hold up, months later
Every action taken in an ICM case is captured automatically in the events log: what was done, who did it, and when. The result is a complete, time-stamped operational record of the response – built as a by-product of running the incident, not reconstructed from memory afterwards.
That record can be reviewed live during the incident or exported once it’s over, supporting post-incident reviews, compliance, governance and lessons-learned exercises – and standing up to scrutiny in judicial proceedings if it comes to that. Auditability isn’t a feature bolted on at the end. It’s one of the clearest reasons organisations trust ICM in environments where accountability matters.
Communication that stays coordinated
Effective response depends on coordination, and coordination depends on communication that is controlled rather than chaotic. ICM supports structured communication between response teams through role-based email notifications tied to task and role assignments, and through shared briefings that align teams on status, priorities and actions. The effect is communication that stays auditable and focused on the response, not scattered across channels no one can later account for.
Training that mirrors the real thing
ICM includes a dedicated training mode that mirrors live functionality while clearly separating training cases from real incidents. Teams run exercises, rehearse procedures and build confidence using the same workflows they’ll rely on during a live event – familiarity earned on the actual tool, not a simulation of it, and without any operational risk. Response improves every time it’s used.
Proof in the field
The value of a structured response is easiest to see in the organisations already running one.
Helmerich & Payne ran crisis response across disconnected tools, with every incident requiring manual data collection from Security, HSE, HR and Operations before anyone could establish what was happening. With ICM inside resilienceOS, the operational picture is assembled before a team opens the case – cutting response from hours to minutes across 30 countries and 15,000 employees, and freeing teams to focus on people rather than vetting information. As Rob Ream, the VP of Global Security, put it, resilienceOS “saves hours and acts as a force multiplier for our global security team.” [link: Helmerich & Payne case study]
Stena Drilling managed global emergency response on whiteboard-based logging – manual, hard to share, and a heavy load on Duty Managers during a live crisis. Restrata replaced it with a single operational view of every rig and site worldwide, tailored checklists and defined roles for the Incident Management Team, easing the strain on in-house personnel when it counted most. When we say ICM replaced the whiteboards, we mean it literally. [link: Stena Drilling case study]
Operational AI, working inside the response case
When an incident is live, the hardest part is understanding impact quickly enough to act. ROSA, the operational AI inside resilienceOS, works with your live operational data and workflows to help your teams understand impact and accelerate smarter decision-making. Connected to the wider platform, it draws on workforce, travel, location and risk data for richer context. It doesn’t replace the human operator’s judgement and decisions – it supports it.
Ask in plain language, and ROSA answers from the information available within the response: “Who’s within 50km of this incident?” surfaces the affected personnel and the exposure picture. “Draft a SITREP for leadership” returns a structured briefing from live case data, ready to review. “Send a safety poll to everyone in the affected area” prepares the message and the workflow for your team to approve. ROSA accelerates the response; your team stays in command of it. [link: Operational AI page]
Proven today, connected for what’s next
ICM operates as a standalone incident and crisis management capability and as a core part of the wider resilienceOS platform – so customers keep the proven capabilities they rely on today, while gaining tighter integration with related resilience functions over time. It sits inside Restrata’s model of Connected Resilience: a state where every threat, data point, process and operation is connected, giving organisations the clarity to prepare better, respond faster and recover stronger.
Confidence through structure
ICM exists to bring structure, clarity and control to incident and crisis response. By focusing on simplicity, role-based control and full auditability, it helps organisations respond effectively when it matters most – without adding complexity at the point it’s least needed.
See it on your own scenarios. Book a demo of resilienceOS and ICM, and we’ll walk you through a real incident with the platform in action.
FAQ
What is incident and crisis management software? Incident and crisis management software is a single environment for coordinating response to an incident or emergency – capturing what’s happening, assigning roles and tasks, communicating with affected people, and logging every action for review. Restrata’s ICM does this inside resilienceOS, so teams work from one operational picture instead of stitching data together across separate systems under pressure.
What is the difference between incident management and crisis management? Incident management handles defined, often site-level events through a structured process; crisis management coordinates larger, escalating situations that span multiple teams, sites or regions. ICM runs both through a single case model, so a team doesn’t switch tools or processes as an incident grows in severity – structure and continuity hold throughout.
How does ICM improve incident response time? ICM shortens the path from signal to action by assembling the operational picture before a team opens the case, rather than after. Helmerich & Payne used this approach to cut incident response from hours to minutes across 30 countries and 15,000 employees, freeing teams to focus on people rather than processing information.
Does ICM keep an audit trail? Yes. Every action in an ICM case – what was done, who did it and when – is captured automatically in the events log, producing a complete time-stamped record of the response. It can be reviewed live or exported for post-incident reviews, compliance, and governance, without anyone reconstructing it afterwards.
How does AI support incident response in ICM? ROSA, the operational AI inside resilienceOS, works with a company’s live operational data to help teams understand impact, identify who’s affected, draft briefings and prepare communications for approval. It accelerates the work in front of a decision but doesn’t make the decision – operators stay in command of the response.