SERVICE
Incident Management
Schedule
What Is Incident Management?
Incident management is a set of processes for handling security threats that might pose risks to your security posture. Within a cybersecurity program, incident management is critical to managing your response to security events detected by your security controls.
Security incident management typically comprises processes for:
- Identifying threat risks based on recognized patterns
- Managing potential or actual incidents with the appropriate tools
- Recording actualized security events to develop threat intelligence
- Analyzing security incidents in real-time as they are detected
Beyond directing the appropriate responses to security threats, robust incident management is essential to mitigating operational downtime and business disruption. Deploying a coordinated incident management plan will also help address threats before they can spread throughout your IT infrastructure, minimizing their scope and streamlining your full, swift recovery.
RSI Security has a team of experts that can help you in case an incident occurs– recovering from any disruptions caused by a breach and restoring normal business practices before it escalates into a crisis or emergency, risking your data, brand, and reputation.
Our incident management services offer a comprehensive post-incident forensic analysis, determining the loss and identifying the root cause of the incident. From these protocols, we develop policies that in turn help prevent re-occurrences of the same nature.
Schedule A Consultation for Incident Management
Who Uses Incident Management?
Several stakeholders within your organization can use incident management to identify and manage security threats. The primary point of contact for overseeing the initial stages of incident management, like threat identification, is your dedicated IT security team—usually a helpdesk.
When users report potential incidents, the IT helpdesk personnel can help:
- Guide users through troubleshooting simple cybersecurity issues such as forgotten passwords or locked user accounts
- Handle advanced technical issues affecting users’ accounts or devices
- Escalate potentially damaging security incidents to more experienced cybersecurity professionals such as incident management specialists
Besides the trained IT service desk personnel, your employees can achieve the skills and training necessary to handle security incidents. By receiving IT Infrastructure Library (ITIL) training, your employees will be certified to implement ITIL incident management best practices that will empower them to effectively handle security incidents.
In some cases, it is more feasible to outsource incident management services to a team of experts, who can guide your organization on best practices for in-house incident management.
The Steps To Our Incident Management Process:
Incident Identification
RSI Security’s incident management team will bring the right technology and expertise to clearly identify any breaches or incidents.
Incident Logging
Once an incident has been detected, we’ll help audit your critical systems to ensure proper logging and tracking.
Investigation & Diagnosis
Then, we'll investigate how the incident took place and what was affected. This stage in problem management diagnoses exactly what went wrong.
Assignment & Escalation
Depending on the incident, tasks and responsibilities will need to be allocated or escalated to solve the problem efficiently.
Resolution & Closure
Once the incident has been responded to and remediated we’ll help close out the case and implement preventative measures.
Customer Satisfaction
Incidents can have a massive impact on customer satisfaction and brand image. We’ll help make sure your customers don’t feel negatively impacted.
OPEN SOURCE
Importance of Incident Management Systems
At their best, cyberattacks and IT incidents are a minor nuisance. At their worst, your entire business can be crippled and even ruined. If an incident does occur, you’ll need an experienced partner to guide you through the ITIL incident management process to resolution.
Here are just a few of the main threats that cybersecurity incident response services are designed to combat:
By adopting our security incident response services framework, you’ll be able to make informed decisions at every stage. If you value your data and systems at all, then incident management security is absolutely mandatory.
Best Practices for Incident Management
RSI Security works with all clients to ensure that all incident management program best practices are being applied and followed. Whether it’s on-premise or cloud-based incident management, here are the core incident management best practices we’ll help implement:
Incident Lifecycle Management
Determine the nature and status of the incident, determine the problem priority, and manage the issue until resolution.
Enforce Standardized Processes
Hold each stakeholder in your incident management program accountable with standardized processes for optimal problem management.
Automation & Escalation
Your service desk incident management team should work with technology that escalated to the right people as quickly as possible.
Classification & Prioritization
Detect what systems or services are impacted. Which regions are affected? Are the effects strictly internal or customer-facing?
