Case Study: How an SME Reduced Incident Response Time with Exception Control
Exception management is often seen as a compliance activity rather than an operational advantage. But in practice, it can significantly improve incident response. This case study explores how a mid-sized professional services firm reduced its incident response time by 40% through structured exception management.
The Problem
The company had grown rapidly and was juggling multiple client systems, cloud platforms, and remote workers. Security exceptions were scattered across emails, spreadsheets, and undocumented approvals. When an incident occurred, IT struggled to determine whether a risky configuration was approved or an oversight. Delays in confirming this slowed response and frustrated clients.
The Approach
The firm introduced a simple exception management framework with three key elements:
1. Central Register
All exceptions were logged in a shared system with details of justification, owner, and expiry date.
2. Integration with Incident Response
Security analysts were trained to check the exception register during investigations. If a vulnerability was tied to a known exception, they could immediately confirm scope and mitigation steps.
3. Regular Reviews
Leadership reviewed exceptions monthly, reducing long-standing risks.
The Results
Faster Incident Triage
Analysts could instantly determine whether an insecure system was a known exception. This reduced wasted time chasing approvals.
Clear Accountability
Each exception had an owner, enabling direct contact during investigations.
Risk Reduction
Over time, the firm closed redundant exceptions, shrinking the attack surface.
Lessons for Other SMEs
- Exception management is not just about governance; it directly impacts operational speed.
- Even a simple system can provide significant efficiency gains.
- Aligning exception tracking with incident response ensures risks are addressed proactively, not reactively.
Conclusion
By turning exceptions into visible, controlled elements, the SME transformed its incident response process, proving that structured exception management has real-world value beyond compliance.