Cyberattacks are on the rise – and they no longer only affect large corporations. Small and medium-sized enterprises (SMEs) are also increasingly becoming the target of cybercriminals. In the event of an emergency, a lack of processes, unclear responsibilities, or insufficient preparation often lead to delays, unnecessarily high costs, and considerable reputational damage.

This makes a structured and effective incident response management all the more important. It ensures that companies can respond in a rapid, coordinated, and targeted manner in the event of a cybersecurity incident. But what exactly constitutes an effective incident response management? And which factors determine whether the measures actually take effect in an emergency?

This article highlights six key success factors that characterize an effective incident response management – and how companies can optimize their existing structures in a targeted manner.

About Incident Response Management

Incident response management (IRM) refers to the systematic preparation, detection, management, and follow-up of cybersecurity incidents. The goal of an effective IRM is to identify security incidents early on, respond to them efficiently, and minimize their impact on business operations, sensitive data, and the company’s reputation.

A holistic incident response management does not only involve technical measures, but also clear organizational processes, defined roles and responsibilities, and structured communication – both internally and externally.

For a more in-depth introduction on the topic of incident response management, including current regulatory requirements and concrete first steps in setting up an IRM, see the supplementary blog article: «Titel».

Are you currently in the process of planning an incident response management system, or do you already have an existing IRM and want to check its effectiveness? The following six success factors show what really matters – and how you can strengthen your incident response management in the long term.

1. Standards Serving as the Foundation for an Effective IRM

A successful incident response management (IRM) is not based on chance or improvisation, but on established standards. These standards combine best practices and ensure that no critical steps are overlooked. They provide organizations with a solid foundation for dealing with cybersecurity incidents and are therefore a key requirement for an effective and sustainable incident response management.

The leading standards in incident response management follow the same core principles:

• Thorough preparation
• Fast and coordinated response
• Structured follow-up for continuous improvement

Many organizations consciously choose to combine elements of different standards to develop a customized incident response strategy that covers both organizational and regulatory requirements.

NIST: Framework for the Entire Life Cycle

The NIST Cybersecurity Framework and the specific guideline NIST SP 800-61 describe a clear life cycle for the incident response management. The guideline divides the process into four main phases:

1. Preparation
2. Detection & Analysis
3. Containment, Eradication & Recovery
4. Post-Incident Activity

These four phases provide practical implementation recommendations and maturity models that can be used to assess one’s own status and improve it step by step.

NIST is particularly suitable for organizations looking for a pragmatic, internationally recognized framework for their incident response management.

ISO/IEC 27035: In-Depth Information for ISO Organizations

This standard describes incident management as a continuous process – from planning, detection, and handling to lessons learned and continuous improvement. It provides clear roles, processes, and links to existing ISO structures.

This provides additional assistance with the implementation of various requirements from ISO/IEC 27001 Annex A. The ISO/IEC 27035 standard is therefore particularly suitable for European companies that already operate an Information Security Management System (ISMS) in accordance with ISO/IEC 27001 or are seeking corresponding certification.

SANS: Practical Implementation for the Incident Response Team

The SANS Incident Response Framework supplements these management standards with a highly practical perspective. With concrete playbooks, checklists, templates, and training courses, SANS provides particular support to security and IT teams in their day-to-day operations. The focus is on clear instructions for dealing with typical security incidents and on the rapid, structured implementation of incident response measures.

Practical Tip: Combining Standards

Use NIST as an overarching framework and SANS for operational playbooks and team training. If you already operate an ISMS in accordance with ISO/IEC 27001 or are planning certification, supplement ISO/IEC 27035 for seamless integration into your existing management system. For companies with US customers, it may also be relevant to consider SOC 2 requirements for incident response processes.

2. Clear Roles and Responsibilities

Even the best processes and tools lose their effectiveness in an emergency if it is not clear who makes which decisions, who conducts technical analyses, or who manages communication.

Typically, an incident response team includes the following functions:

• Incident Manager: Preparation, coordination, and decision-making
• Security Analysts: Technical analysis and forensics
• Communication Lead: Internal and external communication
• IT Operations: Technical implementation of measures
• Legal & Compliance: Legal assessment and compliance with reporting requirements
• Business Process Owner: Support in decision-making in the affected business areas
• Crisis Manager: Taking charge of coordination and decision-making when an incident threatens the company’s existence

In an emergency, it must be clear who decides what. Every team member must know their role and responsibilities.

External Roles and Service Providers

A professional incident response management does not end at the company’s boundaries. Certain incidents – particularly complex cyberattacks, ransomware, or incidents with legal implications – require specialized expertise that is often not available internally.

The following external service providers should be contractually bound and integrated into the processes prior to an incident:

• Forensic and incident response service providers: companies that are specialized in digital forensics, malware analysis, and technical incident support and can be consulted in the event of complex attacks
• External SOC/MDR service providers: providers of Managed Detection and Response (MDR) Services that detect threats around the clock and provide immediate support in the event of an emergency
• Specialized law firms: legal advice on data breaches, regulatory reporting requirements (GDPR, NIS2), contract law, and potential liability issues
• Crisis consultants and PR agencies: support with external communication, media inquiries, and reputation management
• Insurance partner (cyber insurance): clarification of benefit entitlements, damage reports, and coordination with service providers commissioned by the insurer

Preparation is crucial: in an emergency, every minute counts – that’s why contact channels (24/7 hotlines), escalation processes, authorizations for commissioning, and the terms of cooperation (e.g., system access, confidentiality, liability, hourly billing rates) must be clarified and documented in advance. Ideally, external service providers are involved in exercises and tabletop tests to ensure that cooperation runs smoothly in the event of a crisis.

3. Structured Communication Processes

Another key success factor in the incident response management is a clearly defined internal and external communication. Security incidents often develop dynamically and under considerable time pressure. Without defined communication and escalation processes, valuable minutes are lost – with a direct impact on the extent of damage, compliance, and reputation. A professional IRM therefore ensures that information reaches the right people at the right time.

Internal communication: At the internal level, clear escalation paths are crucial. From the first-level support to the incident response team all the way up to the senior management, it must be clearly defined who is informed at what point and who makes decisions. This transparency prevents delays, duplication, and uncertainty in the event of a crisis.

External communication: External communication is a critical part of the incident response management, as there is no time for ad hoc coordination in the event of a crisis. Prepared processes and coordinated templates are essential, especially for:

• Customer communication
• Notifications to authorities (GDPR/revDSG: 72 hours!)
• Media inquiries & public announcements
• Stakeholder information

Practical experience clearly shows: In an incident response situation, every minute counts. Organizations that have already defined, tested, and documented their internal escalation and external communication as part of their incident response management are significantly more effective in responding to incidents.

4. Documented Decision-Making Guidelines and Playbooks

A professional incident response management (IRM) is characterized by the fact that critical decisions are not discussed only at moments of extreme tension. Documented principles and standardized playbooks are your company’s immune system: they prevent improvisation errors under time pressure and create an objective foundation for action.

Decision-Making Principles: Guidelines for Management

Checklists and decision trees enable the team to act in a structured and comprehensible manner in stressful situations. Documented principles define in advance:

• At what level of severity should the management be involved?
• Under what conditions are productive systems shut down?
• What criteria justify ransom payments, what criteria argue against them – and who decides?

Playbooks: Tactical Action Guidelines

Playbooks are concrete instructions for specific types of incidents. Typical scenarios include:

• Ransomware attacks
• Data leaks and data breaches
• DDoS attacks
• Insider threats
• Supply chain attacks
• Phishing campaigns

Each playbook describes the complete incident response process: from detecting suspicious activity to containment and removal to controlled recovery. Predefined checklists ensure that the team proceeds systematically even under pressure and does not overlook any steps. This guarantees a consistent and efficient response – regardless of who is on duty.

5. Technical Infrastructure for Incident Response

Without the right technical infrastructure, processes and playbooks remain pure theory. The technical basis of a professional IRM includes:

• SIEM systems (Security Information and Event Management): These systems monitor security-related activities throughout the company and enable real-time monitoring and alerting in the event of suspicious activities.
• EDR/XDR solutions (Endpoint/Extended Detection and Response): These solutions detect suspicious activity on endpoints, automatically isolate compromised systems on demand, and provide forensic data for a root cause analysis.
• Forensic tools: This specialized software for analyzing malware, memory dumps, and log data enables the reconstruction of the attack sequence and the identification of the source of entry.
• Secure communication channels (out-of-band communication): When corporate systems are compromised, the incident response team must be able to communicate via independent channels – for example, separate mobile devices, encrypted messengers, or dedicated crisis platforms.
• Backup and recovery systems: Backup and recovery processes that are secured separately from the production network and tested regularly are often the only way to ensure rapid recovery without paying a ransom, especially in the case of ransomware attacks.
• Threat intelligence feeds: Up-to-date information about attack patterns, typical suspicious activities, and vulnerabilities helps to identify threats earlier on and respond to them in a targeted manner.

6. Training & Lessons Learned: Practice Makes Perfect

As in any critical area, the same applies to incident response management: if you don’t practice, you lose valuable time in an emergency. An IRM is not a static document, but a living process that gains effectiveness through routine. Only those who train the procedures can act confidently under real stress.

Effective Training Methods for the Incident Response Team

Depending on the objective, different formats help to ensure that the team and processes are always optimally positioned:

• Tabletop exercises: Theoretical discussion of scenarios with a focus on decision-making processes and communication
• Simulated attacks: Technical tests of incident response capabilities in a controlled environment – e.g., with a DFIR Readiness Assessment
• Red Team / Blue Team exercises: Realistic attack simulations from an adversary’s perspective
• Post-incident reviews: Structured analysis of real incidents for continuous improvement

Recommended Frequency

The regularity of the exercises is crucial. We recommend practicing at least once a year, or every six months to quarterly for critical infrastructure or regulated industries. Senior management should participate in tabletop exercises at least once a year – this is the only way to truly test decision-making processes under time pressure.

Navigating the Crisis Securely With a Professional IRM

A sophisticated incident response management (IRM) system can determine the existence of your company in an emergency. The six success factors outlined above serve as a concrete checklist. Use them to critically examine the maturity of your current IRM system and make targeted improvements. Professional management is not a static goal, but a process that grows steadily through structure, technology, and regular practice. Those who invest consistently in preparation today will reduce downtime in an emergency and protect their company’s reputation in the long term.

Our experts in Incident Response Management support you in preparing for emergencies, find out more here.

Your Competitive Edge in an Emergency: Oneconsult’s Incident Response Retainer

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