Incident Management


incident management

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.

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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.


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:

  • Payment Card Fraud
  • Ransomeware & Malware
  • Advanced Persistent Threats
  • Third-Party Vendor Risk
  • Cryptocurrency Theft
  • Insider & Accidental Threats
  • Email & Phishing Attacks
  • Intellectual Property Theft
  • Web Application Attacks
  • Password Hacking or Theft

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:

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Incident Lifecycle Management

Determine the nature and status of the incident, determine the problem priority, and manage the issue until resolution.

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Enforce Standardized Processes

Hold each stakeholder in your incident management program accountable with standardized processes for optimal problem management.

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Automation & Escalation

Your service desk incident management team should work with technology that escalated to the right people as quickly as possible.

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Classification & Prioritization

Detect what systems or services are impacted. Which regions are affected? Are the effects strictly internal or customer-facing?

3 Things that Make Your Organization Vulnerable to Cyber Crimes

Your Incident Management Partner


We provide an immediate, custom response to all incidents.

RSI Security will use state-of-the-art incident management solutions in conjunction with your team to ensure the response meets your exact needs.


We won’t abandon you after the incident is closed.

Incident management and problem management don’t just go away after one case is closed. We won’t either, as your trusted incident management security partner.


We’re personal, high-touch, and as on-site as possible

We believe in a personal, hands-on approach to providing top-notch security incident management service to all our clients.


We provide more value and ROI than our main competitors.

With the world economy more volatile than ever, RSI Security’s promise is to provide service and technical excellence at a cost that suits your budget.


Incident Management FAQs

IT incidents may be classified based on the level of priority:

  • Low-priority incidents, which can be managed by your in-house IT security team and do not cause any disruptions to your users or customers.
  • Medium-priority incidents, which may affect users and customers, disrupting access to services and hindering personnel from performing certain tasks.
  • High-priority incidents, which impact critical business functions and typically interrupt the flow of business operations, resulting in significant operational downtime.

Establishing a reliable method for classifying threats will help streamline incident management and minimize potential downtime for your operations.

IT security incidents usually fall into one of the following types:

  • Security risk to sensitive data belonging to customers and stakeholders
  • Disruption to business operations and their continuity
  • Wide-reaching impact on your organization and its stakeholders

By understanding the types of incidents your organization may face, you will be better prepared to handle the incidents and mitigate serious risks to sensitive data and business operations.

Incidents are events that may cause disruptions to your business operations (e.g., website downtime), if they are not handled promptly and effectively. Problems precede incidents and are most often unaddressed gaps in your cybersecurity infrastructure (e.g., unpatched firewalls).

Changes refer to the solutions you implement to address incidents or problems.

When implemented urgently, changes will address incidents immediately. However, gradual effectual change processes are also helpful, typically catering to problem management.

Unlike incident management, which aims to swiftly address security events before they become serious threats, problem management aims to address underlying gaps in your security controls. Both are critical to the success of your cyberdefense strategy.

Incident management is typically a swift, urgent process for handling security threats. In contrast, request management may be a slower process for handling IT-related needs.

Although request management may deal directly with cybersecurity issues, it typically concerns some form of less technical IT troubleshooting (e.g., user error, inability, or uncertainties).

IT incident management involves the following roles and responsibilities:

  • Users identify unusual IT issues and report them to an IT help desk.
  • IT service desk teams provide in-house incident management for potential threats.
  • Incident management partners provide incident management support as needed.

When IT incident management is coordinated across the different stakeholders, your organization will handle security incidents more effectively.

Yes, there are various incident response management tools available such as:

  • Security information and event management (SIEM) tools
  • Forensics and analytics tools
  • Vulnerability remediation tools

However, any incident management tool you choose is best optimized with the help of an incident management services provider.


Organizations that trust RSI Security

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