RS-04: Incident Readiness as a Product Feature: Reliability + Trust for ICT Services

How this disrupts the business model (ICT lens)

·        Creates new revenue lines (platforms/APIs/managed services) or protects margin (FinOps, cost‑to‑serve visibility).

·        Shifts transformation from one‑off projects to productised, repeatable operating rhythms.

·        Strengthens trust as a differentiator (governance, resilience, compliance‑by‑design).

What changes in the operating model:

·        Clear RACI and escalation paths reduce decision delays during incidents

·        Runbooks and recovery procedures are tested and continuously improved

·        Trust is strengthened with customers through consistent communications and evidence readiness

Expected value

·        Improved MTTD/MTTR and reduced downtime impact

·        Higher customer trust and renewal likelihood

·        Reduced repeat incidents via root‑cause remediation

GCC localisation notes (fill in)

·        [INSERT: data residency / regulatory considerations]

·        [INSERT: Arabic/English support and content needs]

·        [INSERT: procurement and vendor onboarding requirements]

References (supporting frameworks/sources)

·        NIST Incident Handling Guide (SP 800-61): https://csrc.nist.gov/publications/detail/sp/800-61/rev-2/final

LINKS → Use Case: UC-10: Cyber Resilience & Incident Readiness Playbook | Services: SVC-02: GRC & Digital Resilience/SVC-06: Cloud & Platforms