Table of contents
- What is IT incident management?
- The incident management process
- Procedure for reporting near misses
- Importance of proper incident management
- Fine-tuning incident response plans
What is IT incident management?
The management of computer incidents is a fundamental process for ensuring the security of corporate systems and information. This structured approach enables the identification, analysis, and rapid response to security incidents that may jeopardize sensitive data, IT infrastructure, and the company’s reputation.
The incident management lifecycle begins with preparation and ends with a post-incident review, an in-depth analysis aimed at continuously improving procedures.
But why is it so important? If not managed correctly, security events can escalate into disastrous breaches, causing significant economic and operational damage.
The incident management process
An effective incident management process follows a precise sequence of phases. Each phase must be carried out carefully to ensure a prompt response and minimize impacts.
- Identification
Incidents are detected through monitoring systems, end-user reports, or automated tools.
- Classification and prioritization
Incidents are classified by severity, allowing the incident response team to manage them in order of urgency.
- Containment and mitigation
Immediate actions must be taken to isolate the incident and prevent further damage.
- Resolution and recovery
The goal is to restore compromised systems and data as quickly as possible.
- Post-incident review
It is essential to analyze what happened to improve incident response plans and prevent future problems.
Companies adopting advanced management software can optimize these phases, reducing the time required to handle incidents.
Procedure for reporting near misses
The incident management process is the cornerstone of cyber security, ensuring that every event is handled systematically and promptly. Each phase is interconnected, creating a cycle of intervention and continuous improvement.
Let’s expand on the details of its main components:
Incident identification
Identification is the first step to effectively managing an incident. Security incidents can be detected through various channels:
- Automated tools
Monitoring systems like IDS (Intrusion Detection System) and SIEM (Security Information and Event Management) analyze logs and anomalies in real-time.
- End-user reports
Employees often notice suspicious behaviors like phishing emails or unauthorized access. Proper training allows them to act as sentinels.
- Security audits
Scheduled checks that help identify potential latent threats.
Each incident must be documented immediately to enable accurate analysis in subsequent phases.
Classification and prioritization
Once identified, an incident must be classified by severity and urgency. This allows the incident response team to allocate resources effectively. Classification is based on:
- Impact on systems
Which infrastructures are affected, and how critical are their functions?
- Potential damages
Data loss, compromise of sensitive information, or operational disruptions.
- Probability of escalation
Could the incident spread to other systems?
Example
A ransomware attack blocking access to essential servers will have a higher priority than an unauthorized access attempt on a less critical account.
Containment and mitigation
Containment is the phase where the incident is isolated to limit damage. This phase is crucial to prevent the security event from escalating into a crisis. Actions taken must be swift and effective:
- Temporary containment
Disconnect infected systems from the network to prevent propagation.
- Long-term containment
Implement patches, update configurations, or adopt permanent preventive measures.
Example
A practical example is the immediate deactivation of a compromised account to prevent further unauthorized access.
Resolution and recovery
After containing the incident, the next step is to restore normalcy. This phase involves:
- Root cause analysis
Identifying the entry point or vulnerability exploited.
- System restoration
Recovering data from secure backups and repairing affected infrastructures.
- Integrity testing
Ensuring systems are fully operational and free from residual threats.
Example
In the case of a malware attack, resolution may include removing the malicious software and implementing new firewall rules.
Post-incident review
The post-incident review is an opportunity to learn from the event and improve processes. This step should be detailed and collaborative, involving all members of the incident response team and stakeholders. Key activities include:
- Comprehensive documentation
What happened, how it was detected, and what actions were taken.
- Identifying weaknesses
Gaps in incident response plans or technology used.
- Improvement proposals
Updates to policies, additional training for end-users, or investments in new management software.
A well-written final report can serve not only to enhance internal security but also to meet compliance regulations such as GDPR, which require transparent incident management.
Continuous lifecycle
It is important to note that the incident management process does not end with resolving a single event. It is a continuous cycle where lessons learned are integrated into incident response plans, allowing the organization to be better prepared for future challenges.
- Through constant monitoring and a proactive approach, companies can manage incidents more efficiently, protecting their assets and maintaining customer trust.

Importance of proper incident management
Proper incident management is the cornerstone of robust cyber security. Companies that underestimate the importance of an organized response risk significant losses, both economically and in customer trust.
Through well-structured plans and careful information management, organizations can prevent escalations, ensuring operational continuity. Tools like management software and clear communication between business departments are essential to achieving this goal.
Fine-tuning incident response plans
Effective incident management depends on the quality and adequacy of incident response plans. These plans represent an operational framework that guides organizations in preventing, managing, and resolving security events.
However, to maintain their effectiveness, such plans must be constantly reviewed, improved and adapted to changes in the cyber threat landscape.
Here’s how organizations can fine-tune their plans and ensure that critical situations are properly managed.
Alignment with business objectives
The first step in refining incident response plans is to make sure they are aligned with the organization’s strategic and operational goals. Every company has different priorities, and plans must reflect these needs.
Example
In a financial company, protecting sensitive data and transactions must be central. And in a healthcare facility, priority might be ensuring the continuity of patient treatment systems.
A well-structured plan must balance security needs with business operations, avoiding unnecessary interruptions.
Conduct regular simulations and tests
A plan that is never tested is likely to fail when needed. Simulations and regular testing are essential tools for verifying the viability of incident response plans. These tests should include:
- Attack simulations
Such as ransomware or phishing attacks, to observe the response of the incident response team. - Exercises based on real scenarios
Analysis of security incidents that have already occurred to see if the current plan would be effective. - Stress testing
Tests of the IT infrastructure to assess its ability to handle large-scale attacks or multiple failures.
Through these simulations, organizations can identify weaknesses and take corrective action before a real incident occurs.
Continuous updates for new threats
The landscape of cyber threats is constantly evolving. As a result, incident response plans must be regularly updated to address new challenges, such as:
- The emergence of advanced attack techniques, such as targeted phishing or supply chain attacks;
- The adoption of new business technologies, such as cloud computing, which introduce new vulnerabilities;
- Regulatory changes, such as updates to GDPR or other regulations on information management.
A structured update process includes the periodic review of security policies and collaboration with external experts or incident management solution providers.
Involvement of all organizational levels
An incident response plan should not be limited to just the incident response team. Involving all levels of the organization, from end-users to management, ensures a coordinated and informed response.
Some strategies for involvement include:
- Periodic training
Teach end-users to recognize common threats, such as suspicious emails or abnormal behavior in systems. - Feedback sessions
Gather suggestions from various business departments to tailor the plans to operational needs. - Clear role definition
Every employee should know exactly what to do in the event of an incident.
Investment in advanced tools
An appropriate management software can make the difference between a timely response and operational failure. Features include:
- Continuous threat monitoring.
- Centralized incident management.
- Automated reporting for accurate documentation.
The integration of management software into operational plans enables the incident response team to act quickly and in an organized manner.
Post-incident review as a tool for improvement
Every incident is an opportunity to refine the plans. The post-incident review should be included as a mandatory phase of every response plan. During this review, the following are analyzed:
- Errors during the incident.
- Areas that performed well and can be enhanced.
- Response times and their adequacy against established standards.
Domande e risposte
- What is incident management?
It is a process for identifying, analyzing, and responding to security incidents that could harm an organization. - Why is incident management important?
It helps minimize risks, protect data, and ensure operational continuity. - What are near-misses in cyber security?
Events that did not cause harm but present opportunities to improve protection. - What are the main phases of incident management?
Identification, classification, containment, resolution, and post-incident review. - What does an incident response plan include?
Guidelines for identifying and quickly mitigating threats. - Who handles incident management?
An internal or external incident response team. - What tools support incident management?
Management software for real-time monitoring, analysis, and response. - How can the incident management process be improved?
By continuously updating plans, training staff, and using practical simulations. - What is a post-incident review?
An analysis of an incident to identify improvements and prevent future issues. - What is the role of end-users in cyber security?
Reporting anomalies and following corporate procedures to contribute to protection.