Enterprise Incident Management Framework Implementation
A Nordic data centre operator needed one way to detect, escalate and resolve incidents across every site and team. NCG designed and rolled out an organization-wide incident management system, from governing documents and escalation matrices to the tooling and the training that make it work on a bad day.
Client Overview
Challenges Faced By Client
Incidents were handled differently at each site. As an operator of critical digital infrastructure, the client needed a single, auditable process that would stand up to NIS 2 and customer scrutiny.
- No common definition of an incident or of severity levels across sites
- Escalation paths depended on who was on shift rather than on agreed criteria
- Incident records spread across email, chat and several ticket queues
- Customer and regulator communication handled case by case
- Staff unsure of their role when a major incident was declared
How NCG Helped
We built the process, the tool and the habits together, so the system works under pressure.
Governing documentation
Wrote the incident management policy, process and procedures, with severity definitions and roles that apply across every site.
Escalation and communication
Designed escalation matrices and communication plans for internal teams, customers and authorities, including reporting triggers for regulated incidents.
Tool design and deployment
Configured the incident management tool around the new process, so records, timelines and evidence are captured in one place.
Training, awareness and assurance
Trained responders and managers on their roles, and set up compliance checks so the process is followed and improved after each incident.
Solutions Implemented By NCG
One incident management system, used the same way at every site.
- Incident management policy, process and procedures
- Severity model and escalation matrices
- Internal, customer and regulator communication plans
- Incident management tool configured to the process
- Role-based training and awareness programme
- Compliance assurance and post-incident review routine
