More Than Just an IT Issue: Cyber Incidents and Crisis Management

One of these is the inevitable rise of cyber incidents, a growing concern for businesses of all sizes and sectors. Cyber security has traditionally been seen as solely an IT department responsibility. The most exposure other parts of the organization will get will be the odd phishing email or warning not to click suspicious links. However, they can rapidly escalate into full-scale business crises, impacting everything from service delivery to reputation, revenue, and compliance.

In this blog post, we explore how a cyber incident can evolve into a business crisis, why good crisis management is essential, and how the right technology can enable fast, effective responses when the stakes are high.

What is a Cyber Incident?

A cyber incident can be defined as an attempted or successful breach of the security measures of a digital system, network or service. These can range from unauthorized access to deliberate damage or data theft. Human error that occurs internally can also be a factor, if for example employees do not have a good understanding of regulations on data handling.

According to the U.S Small Business Administration, cybercrime costs the global economy about $445 billion every year.

Common Forms of Cyber Incidents  

Here are some of the most common kinds of cyber incidents:

Malware attacks

Malicious software (malware) attacks encompasses any program or code that is created with the purpose of causing harm to a computer, network or server. Types of malware attack include ransomware, in which the victim’s data is encrypted with the attacker demanding payment for the decryption key.

In a spyware attack, malicious software is used to infect a target device and gather data on the user’s web activity without their knowledge.

There are many other forms of malware attack, including Trojan, keylogger and botnet.

Phishing/ social engineering attacks

‘Phishing’ is a common form of cyber attack in which the attacker attempts to obtain sensitive information (passwords, bank account information, credit card numbers etc.) by enticing the victim to share it. This type of cyber attack typically uses email, SMS, social media and phone calls.

A common form business can face is the account deactivation scam. The victim receives an urgent email that appears to be from a service that they use, urging them to provide login credentials or risk their account being deactivated. Often a convincing mock-up of the service website is used to trick the victim.

Denial-of-Service (DoS) and Distributed Denial-of-Service (DDoS) attacks

Denial-of-Service (DoS) and Distributed Denial-of-Service (DDoS) attacks target websites and servers by flooding them with false requests to use up their resources and disrupt operations. This results in services being delayed for a period of time or websites being taken offline altogether.

When Does a Cyber Incident Become a Business Crisis?

Now that we know about some of the most common forms of cyber incident, let’s look at how they can develop into a serious business crisis.

Here are a few scenarios:

Service outage

‍A system downtime that lasts for hours or even days can severely disrupt business operations. For example, a customer-facing website that goes down, an e-commerce platform that stops processing payments, or an internal network failure preventing employees from accessing critical tools.

In September 2025, car manufacturer Jaguar Land Rover experienced extended production shutdowns after a cyber attack. This has caused severe disruptions to their global operations, halted manufacturing and caused them to shut down their IT networks.

Data breach

‍A data breach or cyber attack that exposes sensitive customer or employee data can have severe regulatory ramifications. GDPR and other data protection laws mandate strict reporting protocols for data breaches, and failure to comply can result in heavy fines, legal fees, and severe reputational damage.

In May 2021, the Health Service Executive (HSE) of Ireland experienced a major ransomware cyber attack that caused it to shut down all its IT systems. The resulting data breach caused the data of 520 patients to be published online. In 2024, the HSE was facing 473 data protection lawsuits.

Note: While the terms ‘cyber attack’ and ‘data breach’ are often used interchangeably, they are different. A breach refers to an event when someone gains unauthorized access to personal or corporate data.

Media attention and reputational damage

A company’s brand reputation can be irreparably harmed if the incident receives widespread attention. Negative press can lead to a loss of customer trust, a decline in market value, and a lasting impact on consumer sentiment.

According to Hiscox’s 2024 Cyber Readiness Report, 47% of organizations had greater difficulty attracting new customers following a cyber attack, 38% experienced bad publicity and 43% lost customers.

What Does Good Crisis Management Look Like?

The best way to mitigate the consequences of a cyber incident is through effective crisis management. But what does that look like in practice? Let’s take a look:

Clear roles and responsibilities

One of the key elements of a successful crisis response is clarity. A structured crisis management plan should identify roles across departments, ensuring that everyone knows their responsibilities during a crisis. For instance, the IT department may focus on containment, while communications teams manage internal and external messaging.

Cross-department collaboration

A cyber incident is rarely isolated to just the IT department. Depending on the scope, other departments such as legal, HR, compliance, and customer service will need to be involved.  

Documented actions and procedures

Every organization should have a documented crisis management plan that outlines standard operating procedures for handling cyber incidents. This plan should include step-by-step instructions on how to assess the situation, how to communicate with stakeholders, and how to resolve the issue.

The Role of Technology in Crisis Management

A well-thought-out technology strategy can be the difference between a smooth, coordinated response and an unmanageable situation that spirals out of control. Here’s how the right technology can support smarter crisis management for cyber incidents:

Rapid response

‍The quicker the organization can contain the threat, the less damage it will cause. With the right crisis management software, teams can communicate quickly, track progress, and collaborate effectively — all in real-time. A platform that enables incident tracking, task delegation, and updates across departments ensures that everyone is on the same page.

Easy-to-use

‍The software should not add complexity to an already difficult situation. The best solutions are intuitive, easy to navigate, and can be deployed quickly without the need for extensive training. This enables teams to hit the ground running and stay focused on solving the crisis rather than fumbling with complicated tools.

Customization

‍Every organization is different, and so are their crisis management needs. The software should allow for customization to fit the specific requirements of the business. Whether it’s tailoring workflows, integrating with existing systems, or adapting the software for different types of crises, customizable tools ensure that the solution is as effective as possible.

Documentation and reporting

‍In addition to helping manage the crisis at hand, good software allows for clear documentation of all actions taken during the incident. This is crucial for post-incident analysis, as well as for legal and regulatory reporting.  

Conclusion

As we have seen from earlier examples, cyber incidents are no longer just IT problems — they are business problems. When these incidents escalate beyond the technical realm and start to affect operations, reputation, or compliance, they demand a swift, coordinated, and well-managed response. Without the right crisis management plan in place, organizations risk reputational damage, financial penalties, and operational disruption.

Want to learn more about this topic and how you can use software to improve your organizations response? Register for our upcoming webinar on smarter crisis management for cyber incidents.