Cyber attacks are hitting organizations more and more frequently and usually unexpectedly. Prominent examples such as the 2021 Log4J security vulnerability show that a crisis can occur suddenly and require immediate, coordinated action. But how can companies ensure that the right measures are taken in such moments and that employees do not panic? The answer lies in an Incident Response Plan (IPR).
Cybersecurity: Think sooner, later
The ITSM tool provider TOPdesk deals intensively with crisis management issues in order to be prepared for possible cyber attacks. “The experiences of our crisis management team show: Without a prepared plan, a cyber attack quickly becomes a chaotic situation,” says Martin Stephan, security officer at TOPdesk. “Panic and uncertainty spread, the people affected lose track of things and the reaction time is unnecessarily extended.”
An incident response plan, also known as an incident response plan in German-speaking countries, can help here. It describes precisely what needs to be done in the event of a security incident and ensures that no valuable time is lost in the event of an emergency.
Why an Incident Response Plan (IRP) is essential
After an incident such as a ransomware attack, the clock is ticking against the organization. You often only have 72 hours to report a data breach to the relevant authority. This deadline passes quickly while simultaneously securing systems, informing employees and determining the extent of the attack. A well-developed IRP specifies exactly which steps need to be taken and when, helping to minimize time pressure and errors.
This is how an incident response plan is created
An incident response plan should be tailored to the specific needs of the organization. It is advisable to first put together a crisis management team consisting of members from different departments. They should have detailed knowledge of the company structure, keep a cool head and be easy to reach in times of crisis. At TOPdesk, for example, there is a ten-person team that runs through hypothetical crisis situations every six months in order to be prepared for real incidents.
Another important step is the integration of alarm systems. This can be solved, for example, using the “panic button” in the self-service portal for employees. If a phishing attack was successful, the affected person can initiate a workflow with just one click, through which the crisis management team (also known internationally as CMT/Crisis Management Team) is immediately notified via Microsoft Teams and, if necessary, via SMS . This means that every incident can be reported and processed without wasting any time.
Efficient communication and documentation
A good IRP should always include clear communication strategies. Especially in larger incidents, it is important that everyone involved is informed promptly and precisely. “We are relying on setting up a major incident and creating knowledge articles that are accessible to all affected employees at any time,” explains IT security expert Stephan. “This means communication remains consistent and questions are answered directly in a central location without having to send redundant emails.”
Preparation is key
A well-thought-out incident response plan is more than just a collection of emergency procedures. It is an essential tool that helps you keep track of things in times of crisis, avoid mistakes and react quickly. TOPdesk supports organizations in designing their environment optimally for incident management and dealing with incidents efficiently. Anyone who takes the right precautions early on will have a clear advantage in an emergency.
Are you ready to take your cybersecurity to the next level? You can find more information on the topic and a template for creating your own incident response plan in the TOPdesk blog at: https://www.topdesk.com/de/blog/krisenmanagement-incident-response-plan/.