OPS07-BP04 - Use playbooks to investigate issues

Implementation Guidance

“Use playbooks to investigate issues” creates control points that keep operations aligned with business policy, risk, and compliance obligations. Treat ownership, exception handling, and review cadence as first-class operational mechanisms.

For the question “How do you know that you are ready to support a workload?”, define measurable outcomes, assign owners, and review execution regularly. Integrate this practice into delivery and operations processes so improvements persist as workloads and requirements evolve.

Key Steps

1. Establish policy and control model:

   • Define policies and standards that govern “Use playbooks to investigate issues”
   • Map control ownership and review cadence across teams
   • Set exception handling and approval workflows

2. Implement controls in delivery and operations:

   • Embed checks into deployment pipelines and operational processes
   • Use audit evidence and tracking to prove control effectiveness
   • Escalate policy violations through predefined response paths

3. Review, audit, and improve:

   • Measure compliance drift and operational outcomes regularly
   • Resolve control gaps with prioritized remediation actions
   • Update governance artifacts as architecture and risk change

Risk / Impact

Level of risk if not implemented: High

Impact: If this best practice is missing, teams are more likely to experience preventable incidents, delayed recovery, and inconsistent change outcomes. Control gaps and weak visibility can increase customer impact during high-pressure events.

Benefits of implementation:

• Reduced operational risk through repeatable controls
• Faster detection and response during incidents
• Stronger auditability and decision traceability

AWS Services to Consider

Related Resources