Welcome to the IncidentX / ESM Knowledge Hub

This site brings together two connected worlds:

1. IncidentX Ecosystem → The real platform, community, and discipline we are building.
   A next-gen Major Incident Management system, inspired by emergency services (911, Fire, Police CAD + ICS).
   Designed to give enterprises clarity, command, and calm when everything is on fire.

2. Mifflin.Group Sandbox → The fictional company we use in training.
   A parody SaaS vendor that sells “Digital Office Supplies™” inside a cloud platform called the Mifflin Digital Workspace (MDW).
   Outages and bugs in MDW create a safe, funny, and familiar way to practice real Emergency Service Management (ESM).

Why This Matters

Most organizations treat incidents like process paperwork.
We treat them like emergencies.

• IncidentX introduces structured command and control into IT.
• The ESM discipline provides a layer above ITIL focused on emergency response.
• Mifflin.Group creates the safe teaching environment to bring this discipline to life.

Together, this hub is where we define the methods, publish the playbooks, and train the practitioners.

The Ecosystem

flowchart TD
  subgraph Real[IncidentX Ecosystem]
    A[IncidentX.io\nCAD + ICS Platform]
    B[Incident.Engineer\nCommunity]
    C[Emergency Service Management\nDiscipline + Certs]
    A --> B --> C
  end

  subgraph Sandbox[Mifflin.Group Sandbox]
    X[Mifflin.Group\nParody SaaS Vendor]
    Y[MDW\nDigital Workspace + Office Supplies]
    Z[Mifflin.Group Academy\nTraining + Certs]
    X --> Y --> Z
  end

  Z --> C

What You’ll Find Here

• IncidentX Overview → Platform vision, core features, why it matters.
• Incident.Engineer Community → Where practitioners share playbooks & knowledge.

• Emergency Service Management → The new ITSM discipline, modeled after ICS/EMS.

• Mifflin.Group Overview → Fake company backstory + product suite.

• MDW Products → MifflinDrive, MifflinDesk, MifflinChat, and Digital Office Supplies.
• Training Scenarios → Roleplay outages and practice ICS.
• Academy & Certifications → CIR, CIC, and CICH certifications.

How to Use This Site

• Leaders & Execs → Understand the value of ESM and the IncidentX approach.
• Practitioners → Learn through scenarios, policies, and QA reviews.
• New Hires → Onboard through the Mifflin.Group sandbox, starting with funny-but-real training exercises.

Our Core Idea

Emergency Service Management (ESM) is to IT incidents what Incident Command System (ICS) is to public safety.

Delegated authority.
Recovery-first focus.

And yes — even a fake company called Mifflin.Group can help us teach it.

flowchart TD
  %% ESM/CAD: Trigger -> Triage -> Declare -> Assign Roles -> Execute -> Resolve -> AAR -> QA/CSI

  A[Alert / Trigger] --> B[Triage & EMD Intake]
  B --> C[Declare Incident & Severity]
  C --> D{Assign ICS Roles}

  D --> IC[Incident Commander]
  D --> OPS[Ops Lead]
  D --> COMMS[Comms Lead]

  D --> LIAISON[Liaison / SMEs]

  IC --> R1[Set Objectives & Plan]
  OPS --> R2[Technical Recovery Tasks]
  COMMS --> R3[Update Cadence<br/>Internal / External]
  LIAISON --> R4[Stakeholder Coordination]

  R1 --> RES[Stabilize / Resolve]
  R2 --> RES
  R3 --> RES
  R4 --> RES

  RES --> AAR[After Action Review]
  AAR --> QA[QA & CSI Feedback Loop]

  %% Simple styling (Mermaid supports : not =)
  classDef role fill:#E3F2FD,stroke:#1565C0,stroke-width:2px;
  classDef step fill:#FFF8E1,stroke:#F9A825,stroke-width:2px;
  classDef output fill:#E8F5E9,stroke:#2E7D32,stroke-width:2px;

  class IC,OPS,COMMS,LIAISON role;
  class A,B,C,D,R1,R2,R3,R4 step;
  class RES,AAR,QA output;