A Step-by-Step Workflow for Incident Management

A Step-by-Step Workflow for Incident Management
2 Minutes 30 Seconds | 1072 views

Listen This Blog Now!

Table Of Content

  • Introduction
  • Incident management workflow in detail
    1. Incident identification
    2. Categorization
    3. Prioritization
    4. Response
    5. Escalation
    6. Diagnosis
    7. Resolution and recovery
    8. Closure
    9. Logging
  • Conclusion


Cybersecurity incidents have become increasingly common. Organizations need to have a well-defined incident management workflow to ensure that incidents are identified, categorized, and resolved promptly. In this blog post, we will explore the incident management workflow in detail, covering each step from identification to resolution and recovery.

Incident management workflow in detail

  1. Incident identification
    The first step in the incident management workflow is to identify incidents. This can be done using various methods, including monitoring systems, user reports, and security audits. Organizations should have a process in place to ensure that incidents are identified promptly and accurately.

  1. Categorization
    Once an incident has been identified, it needs to be categorized based on its type and severity. This step helps organizations prioritize incidents and allocate resources accordingly. Incidents can be categorized as low, medium, or high priority, based on the impact they have on the organization.

  1. Prioritization
    After categorization, incidents are assigned a priority level. This step helps organizations decide which incidents require immediate attention and which ones can be dealt with later. Low-priority incidents can be handled during regular business hours, while high-priority incidents require immediate attention.

  1. Response
    The response step involves identifying the appropriate response team and assigning tasks to team members. Response teams can be categorized as level one, two, or three, based on their expertise and experience. Level one teams handle basic incidents, while level three teams handle complex incidents that require specialized knowledge and expertise.

  1. Escalation
    If an incident cannot be resolved by the initial response team, it needs to be escalated to a higher level of support. This step ensures that incidents are handled by the appropriate team with the necessary expertise.

  1. Diagnosis
    Once an incident has been assigned to a response team, the next step is to diagnose the root cause of the incident. This involves analyzing the incident and identifying the underlying cause. This step helps organizations develop a plan for resolution and recovery.

  1. Resolution and recovery
    The final step in the incident management workflow is to resolve the incident and restore normal operations. This involves implementing the plan developed during the diagnosis step and verifying that the incident has been resolved. Once the incident has been resolved, organizations should conduct a post-incident review to identify areas for improvement and ensure that the incident does not recur.

  1. Closure
    Once an incident has been resolved, it needs to be closed. This step involves documenting the incident and ensuring that all stakeholders are notified that the incident has been resolved. This step helps organizations maintain an accurate record of incidents and ensure that stakeholders are informed about incident resolution.

  1. Logging
    Throughout the incident management workflow, organizations should maintain detailed logs of all incidents. This includes information such as the date and time of the incident, the response team involved, and the steps taken to resolve the incident. Logging incidents helps organizations identify trends and areas for improvement.


In conclusion, the incident management workflow is an essential process for organizations looking to maintain a secure and reliable IT environment. By following a well-defined incident management workflow, organizations can quickly identify and resolve incidents, minimize the impact of security breaches, and maintain business continuity. The key to a successful incident management workflow is to have a clear and comprehensive process in place, with well-defined roles and responsibilities for all stakeholders.

Secure your organization's assets and maintain business continuity with CyberNX's expert incident management solutions. Contact us today to learn more!

Author - Rutuja

Share this on:

Typically replies within 10 minutes

Hi there 👋

How can I help you?
Enquire Now!