Company Context

SentriCloud is a mid-stage B2B cybersecurity SaaS company serving 4,000 enterprise customers with a cloud-based incident management platform. The product helps security teams detect, coordinate, and resolve incidents, but customer feedback suggests the current workflow feels fragmented across alerts, investigation, communication, and postmortems.

Problem

SentriCloud's leadership wants to redesign the product around the main phases of the incident response lifecycle so customers can move through incidents more consistently. Today, enterprise users rely on a mix of SIEM tools, ticketing systems, chat, and spreadsheets. Internal data shows that only 42% of incidents have a documented owner, 37% receive a formal post-incident review, and median time to containment is 95 minutes. Churn analysis shows that customers with poor incident documentation are 1.8x more likely to downgrade within a year.

You are the PM responsible for defining how the product should support the incident response lifecycle end to end. Your task is not just to list the phases, but to translate them into a usable product strategy that improves customer outcomes.

Deliverables

1. Define the main phases of the incident response lifecycle and explain the user need in each phase.
2. Identify the primary user segments and prioritize which workflows SentriCloud should support first.
3. Propose an MVP product experience aligned to the lifecycle, including key features by phase.
4. Define success metrics and explain how you would validate that the redesigned workflow improves incident handling.
5. Discuss major trade-offs, including breadth vs depth, automation vs analyst control, and enterprise configurability vs usability.

Constraints

• MVP must launch within 12 weeks with one design squad and two engineering teams.
• The product must integrate with existing alerting and ticketing systems rather than replace them.
• Customers span regulated industries, so auditability and role-based access are mandatory.
• Engineering can support only 3-4 major workflow improvements in the first release.