Information Technology Service Management (ITSM) Processes. 1) Service Request Management Focuses on requests and responses for the IT help-desk items. The processes should be established and uniform. To reduce the workload on agents, organization may consider implementing self service options or chat-bots. 2) Service Catalogs Generally Service Catalogs is a central location/webpage with all the details for contacting the help-desk. It may also contain the self service options and solutions for common problems/issues. 3) Knowledge,Policy and Procedures. This is the knowledge base which controls the collection, maintenance and distribution of information sharing throughout the organization. It shall include the policies, standards, guidelines and the operating procedures for each process or tasks. 4) Incident Management. Defines process on how to handle a situation when an incident happens and how to fix the situation in an accelerated and organized manner. The objective is to reduce t
As security professionals, our
job is to reduce the level of risk to our organization from cyber
security threats. However Incident prevention is never 100% achievable.
So, the best option is to have a proper and efficient security Incident
Management established in the organization. Proactive incident
management helps to prepare the team and limit the damage.
I have written a book on Incident Response and Handling. This book provides a holistic approach for an efficient IT security Incident Management.
Key topics includes,
1) Attack vectors and counter measures.
2) Detailed Security Incident handling framework explained in six phases.
- _Preparation
- _Identification
- _Containment
- _Eradication
- _Recovery
- _Lessons Learned/Follow-up
3) Building an Incident response plan and key elements for an efficient incident response.
4) Building Play books.
5) How to classify and prioritize incidents.
6) Proactive Incident management.
7) How to conduct a table-top exercise.
8) How to write an RCA report /Incident Report.
9) Briefly explained the future of Incident management.
Also includes sample templates on playbook, table-top exercise, Incident Report, Guidebook.