The Overlooked Importance of Incident Management

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The Overlooked Importance of Incident Management

Whether you call it Incident Management or Incident Handling, most will agree that there is a distinct difference between responding to an incident and managing an incident. Put simply, Incident Response can be defined as the “doing”, while Incident Management can be defined as the “orchestrating”. Proper Incident Management is the foundation and structure upon which a successful Incident Response program must be based. There are numerous blogs, articles and papers addressing various aspects of the differences between Incident Response and Incident Management dating back to at least a decade. Why add another to the top of the pile? Because while most organizations now see the value in putting people, tools, and basic processes in place to respond to the inevitable incident, many still do not take the time to develop a solid Incident Management process to orchestrate the response effort.

Security incidents create a unique environment, highly dynamic and often stressful, and outside the comfort zone of many of those who may be involved in the response process. This is especially true during complex incidents where ancillary team members, such as those from Human Resources, Legal, Compliance or Executive Management, may become involved. These ancillary team members are often accustomed to working in a more structured environment and have had very little previous exposure to the Incident Response process, making Incident Management an even more critical function. Although often overlooked, the lack of effective Incident Management will invariably result in a less efficient and effective process, leading to increased financial and reputational damage from an incident.

Many day-to-day management processes do not adapt well to these complex challenges. For example, as the size and complexity of a security incident increases, the number of people that a single manager can directly supervise effectively decreases. It is also not uncommon for some employees to report to more than one supervisor. During a security incident, this can lead to mixed directives and confusion. During a security incident, it is critical that information flows quickly and smoothly both vertically and horizontally. Many organization’s existing communication methods do not adapt well to this.

When an ad-hoc Incident Management system is used, the response process becomes much less consistent and effective. A common pitfall of this ad-hoc management style is that it can create a flat management structure, forcing the Incident Response Coordinator to directly oversee the functions of many groups with vastly different objectives. A flat structure such as this also tends to inhibit the flow of information between the individual groups.

Another common pitfall of this ad-hoc management style is that it often results in a fragmented and disorganized process. Without proper management to provide clear objectives and expectations, it is easy for individual groups to create their own objectives based on what they believe to be the priority. This seriously limits the effective communication between individual groups, forcing each to work with incomplete or incorrect information.

There are numerous ways in which the Incident Management process can be streamlined. On Wednesday, January 31st, DFLabs will be releasing a new whitepaper titled "Increasing the Effectiveness of Incident Management", discussing the lessons that can be learned from decades of trial and error in another profession, the fire service, to improve the effectiveness of the Incident Management process. John Moran, Sr. Product Manager at DFLabs, will also be joining Paul and the Enterprise Security Weekly Team on their podcast at 1 PM EST on January 31st to discuss some of these lessons in more detail. Stay tuned to the DFLabs website, or listen in on the podcast on January 31st for more details!

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