When It Gets Critical: Why an Incident Response Process Is Worth More Than You Think

Someone in the organization reports a suspicious email. Perhaps they have already clicked on a link. What happens now? Who gets notified? What are the next steps?

In that moment, every minute counts – and this is precisely where it becomes clear whether an organization is prepared or not. A structured incident response process is not a luxury reserved for large corporations. It is a practical instrument for any organization that wants to protect its digital infrastructure.

An incident response process is a clearly defined, step-by-step guide that describes how an organization responds to a security incident – from the initial report through to full resolution and follow-up. Think of it like a fire evacuation plan: well documented, known to everyone, and immediately applicable when needed – only for the digital world.

A concrete example: in the case of a suspicious phishing email, such a process might include the following steps. The affected person reports the email via a defined channel, such as a button in the email client or an internal reporting point. The IT security team assesses the incident, checks whether other team members received the same message, locks affected accounts if necessary, and documents the entire sequence of events. Finally, the team analyses how similar incidents can be prevented in the future.

There are several compelling reasons to establish such a process.

The longer an attack goes undetected or spreads unchecked, the greater the damage – financially, and in terms of the trust of customers and business partners. Research consistently shows that the time to containment correlates directly with the overall cost of an incident. A defined process shortens that time, because responsibilities have already been established before the pressure sets in.

Numerous security standards and regulatory requirements – including NIS2, ISO 27001, and the GDPR – explicitly require documented processes for handling security incidents. Organizations that already have these in place do not need to improvise during an audit. They can simply demonstrate what exists. This saves time, reduces effort, and eliminates the risk of regulatory fines.

In stressful situations, focus narrows. Even experienced professionals overlook important details – for example, securing a particular system area or notifying leadership in time. A documented process acts like a checklist: not because the knowledge is missing, but to ensure nothing falls through the cracks when it matters most.

When leadership asks what is happening and what measures are being taken, a clear and structured answer is critical. A defined process demonstrates that the security team is acting methodically and proactively – not scrambling to figure out responsibilities in the middle of a crisis. That builds lasting trust, not just in the moment.

A process that only exists on paper has little effect when it counts. Teams that regularly run through scenarios – even in short tabletop exercises – build genuine confidence in handling incidents. The approach becomes internalized, not just theoretically understood. This reduces response times and minimizes uncertainty under pressure.

Who decides whether to escalate? Who informs customers or business partners? Who is authorized to shut down which systems? Without pre-established answers to these questions, a crisis quickly turns into dangerous confusion. A well-designed process defines roles and decision-making pathways before the pressure arrives.

When new people join the team, the immediate question arises: how does this organization handle security incidents? A clearly documented process answers exactly that – without experienced colleagues having to explain everything from scratch every time. New team members can get oriented, ask targeted questions, and act with confidence quickly.

After every incident, the same questions arise: what worked? What should be improved? Only organizations with a defined baseline process can answer these questions meaningfully. Structured post-incident reviews – known as lessons-learned sessions – are among the most effective measures for continuously developing an organization's security posture.

An incident response process is not an expression of distrust toward the team – it is a sign of professionalism and care. It reduces the cognitive burden on the team when it matters most and creates the confidence to act decisively under pressure.

Getting started does not need to be complex. A pragmatic, clearly written process for the most common scenarios – such as handling a suspicious phishing email – is a perfectly valid starting point. What matters is that it exists, that the team knows it, and that it is reviewed regularly to stay current.

Note: This article provides a practical introduction to the topic of incident response. For the development of an individualized process tailored to the specific requirements of your organization, we recommend professional consultation. We are happy to support you – hands-on and without detours.