Telecommunications
Incident & Issue Management with DiGRC
How a centralized incident register and standardized workflows improved prioritization, accountability, and management visibility.
Client Context
National Telecommunications Provider
A national telecommunications provider managed network outages, cybersecurity events, privacy incidents, and regulatory filings across separate channels. Network operations used one tool, IT security another, and compliance tracked issues in email—there was no enterprise register or consistent severity model.
Critical incidents were sometimes escalated late because ownership was unclear between NOC, security, and legal teams. Management had no single view of open issues, aging tickets, or repeat failure patterns.
DiGRC introduced a centralized incident register with standardized classification, escalation paths, and linkage to broader risk and compliance records.
Executive Summary
DiGRC replaced fragmented email and spreadsheet tracking with a single register, defined severity levels, structured escalation, and dashboards for open and aging incidents.
The Challenge
Incidents were logged across emails, Excel files, and departmental tools with inconsistent classification and limited management visibility.
- No centralized incident register
- Inconsistent severity and impact definitions
- Unclear ownership and delayed escalation
- Limited consolidated view for management
- Weak linkage to risk and compliance processes
Our Approach
DiGRC introduced structured incident logging, workflows for investigation and resolution, and integration with broader GRC tracking.
Centralize logging
Recorded all incidents in one platform with clear categories.
Standardize classification
Applied defined severity levels and escalation paths.
Enable dashboard visibility
Gave management real-time view of open, closed, and aging issues.
Measurable Outcomes
Incident handling became more consistent, accountable, and easier to prioritize.
Key Takeaways
- Volume is manageable when structure exists
- Classification and ownership must be explicit
- Link incidents to GRC for a holistic view
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