IT crisis management: What to do when things go awry

It is only a matter of time until your organization is faced with an IT emergency. Do you have a plan to manage a data disaster or a malware attack if it does occur? And are you acting proactively to ensure these issues are taken care of before they become major headaches? If not, your company is virtually a sitting duck… and that’s the last thing you want.

IT disasters may seem like they are always happening to other people, not you. But the fact of the matter is that every company is vulnerable to attacks, downtime, and other issues in one way or another. Plus, these problems can be costly: IBM reports that the average cost of a data breach in 2024 was a whopping $4.88 million.

So how can you minimize losses, retain customer trust, and ensure crucial operations can continue during an IT emergency? Preparing and implementing a robust IT crisis management is the crux of successful disaster response – and in this article, we’ll cover the ins and outs of this important strategy.

What is IT crisis management?

IT crisis management is a broad term that describes the processes and strategies involved in preparing for, addressing, and recovering from security breaches, operational downtime, and other disruptions. IT crises can come in numerous different forms, but no matter what type of disruption your organization is facing, there can be major consequences.

Every IT crisis poses a variety of potential risks, including data loss, security breaches, disrupted operations, damaged reputations, and compromised customer information. IT crisis management strategies are intended to reduce the damage from these risks. Effective IT crisis management includes three distinct categories that are part of the disaster response timeline:

• Before: Expecting IT emergencies to occur is not pessimistic, but rather realistic. Putting strong security measures in place and ensuring you have the tools you need to be poised to respond quickly in the case of an attack is part of a proactive and effective IT crisis management posture.
• During: Effective IT crisis management requires quick detection and response. The longer an attack continues unchecked, the larger the scope of damage will be. During an IT emergency, you need to work quickly to detect, contain, and mitigate threats (or you can implement an automated program to do so).
• After: In the wake of a security breach or other attack, it is imperative to evaluate the damage done and triage and lasting negative effects. This might include customer outreach to regain trust. It also will include reflection about what could have gone better and planning to ensure a stronger response next time. Continual feedback and growth are crucial components of strong IT crisis management. 

Common IT crisis scenarios

As you consider this threefold approach to IT crisis management, it is important to build an understanding of the common types of IT crises you might face. These situations include…

Operational or system downtime

In the case of software issues, hardware malfunctions, or even external problems like a power outage or natural disaster, your technological systems can fail. This leads to downtime that can impact your financial bottom line and can also damage customer satisfaction rates.

Cyber attacks

Cybersecurity breaches and attacks by malicious actors include items like ransomware attacks, unauthorized users gaining access to your network, and data breaches. It is essential to maintain an aggressive security posture that limits these incidents, which can lead to financial losses, reduced customer trust, and even regulatory fines.

Compromised or lost data

In today’s day and age, data is the most valuable asset of many companies. It can be lost or compromised through corruption, accidental deletion, or even damage to physical storage devices. It is essential to keep your data safe with strategic IT security management.

What to look for in an IT crisis management tool 

With all of these different factors at play, the need for an effective IT crisis management strategy is clear. Luckily, there are many IT crisis management tools available on the market today – however, not all of them are created equal. Here are some factors you should look for when shopping for the right product for your organization’s needs…

Proactive issue detection

Identifying potential IT risks and their potential impact is crucial, and it begins with gaining a bird’s eye view of your entire IT environment. For example, Atera’s real-time monitoring tools help identify potential problems before they escalate, allowing IT teams to act proactively.

Automated incident response

Arguably the best response to an IT emergency is a quick one. Automating repetitive incident response tasks such as restarting services, applying patches, or resolving common system issues helps to reduce downtime and get your organization back on track faster than ever.

Remote troubleshooting

IT security breaches can happen at any time, even when it’s technically not “during working hours.” But regardless of the time, it’s important to be able to access your systems from anywhere. That’s where remote troubleshooting comes in, allowing you to address issues on affected systems without the need for on-site intervention during critical situations.

Centralized management dashboard

It is much easier to understand the scope of a problem when you can see it from all different angles. With a centralized management dashboard (like Atera’s, for instance), you will be able to monitor all devices, systems, and networks from a single interface, ensuring complete visibility during a crisis.

Integrated ticketing system

Quickly and effectively responding to user tickets is a key part of running a productive IT environment. With a full-service IT management system, you can more efficiently manage and prioritize IT support requests. Look for a platform with a built-in helpdesk and ticketing system, enabling faster response times – or better yet, seek out tools that use AI in their ticketing solution.

Patch management

Oftentimes, unaddressed patches can be ground zero for a cyber attack – this is particularly true when a manufacturer releases a patch, publicizing a vulnerability for malevolent actors. A strong patch management tool will allow you to automatically deploy updates and patches across systems to fix vulnerabilities that could worsen during a crisis.

Real-time alerts and notifications

The sooner you find out about a security issue or software problem, the sooner you can triage the situation and determine the right response. Look for a platform that offers instant alerts for anomalies or system failures, ensuring immediate attention to critical issues.

Customizable IT automation

With a platform that offers customizable IT automation, you can create custom scripts to handle specific crisis scenarios, such as data backups, server reboots, or user communication. This will help you silo the problem and keep it in check until human intervention can be taken.

Detailed reporting and analytics

Strong reporting and analytics are crucial to complete one of the most important aspects of IT crisis management: post-event analysis. With detailed data, you can discover the root cause of the crisis and better your strategy to prevent similar incidents in the future.

Seamless integration with security tools

One program may not offer every feature that you need – and that is where security integrations come in. For example, Atera integrates with leading cybersecurity tools like Bitdefender and Acronis, ensuring that security measures are in place during IT crises.

Overhaul IT crisis management with AI-powered tools

Using agentic AI IT tools, like Atera’s AI Copilot and Action AI, can improve your IT crisis management exponentially. IBM reports that those organizations that used AI and automation extensively in crisis prevention were able to save an average of $2.22 million in preventing breaches and mitigating the resulting consequences.

Atera’s AI Copilot has capabilities including helpdesk and ticketing, knowledge base article creation, remote session summarization, command-line generation, script writing, ticket summarization, real-time troubleshooting, process automation, and so much more. AI Copilot can even help with the repetitive portions of IT crisis management, leading to faster issue resolution times and more effective responses that minimize damage and long-term repercussions.

Implement the best IT crisis management tool for your team

No IT team is immune to crises—whether it’s a system outage, a cybersecurity threat, or a network failure, unexpected disruptions can bring productivity to a halt. The key to minimizing damage and restoring operations quickly is having the right IT crisis management tool in place.

The best solutions are proactive, AI-powered, and fully integrated into your IT ecosystem. When evaluating tools, prioritize features like:

• Automated issue detection & resolution – AI-powered automation can identify and resolve common IT issues before they escalate, reducing downtime.
• Remote troubleshooting capabilities – With hybrid and remote work environments, having a tool that allows IT teams to troubleshoot from anywhere is a must.
• Post-crisis analytics & reporting – Understanding the root cause of an issue helps prevent future crises and strengthens your IT infrastructure.
• Real-time alerts & incident tracking – Instant notifications ensure your team can respond immediately, while a centralized dashboard provides full visibility into ongoing incidents.

Preferably, you should find tools that offer a free trial, so you can see if they’ll be good for your organization’s needs before you commit to some crazy contract.

Atera’s agentic AI IT platform equips teams with automated troubleshooting, real-time monitoring, and predictive analytics to stay ahead of potential crises. With Atera’s AI Copilot and Action AI™, IT professionals can swiftly diagnose issues, run pre-built remediation scripts, and restore systems with minimal manual intervention.

The result? Less downtime, faster resolution, and a stress-free IT team.

By implementing the right IT crisis management tool, you ensure that when the unexpected happens, your team is ready to respond—not just react.

Luckily, we remove all barriers of entry when it comes to testing Atera`s platform. Try a 30-day free trial, no credit card required.

Contact us! Squalio is here to support you every step of the way, from implementation to ongoing aftercare.