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    Incident Management - AKIMS - FDP - 23 - 11 - 2022

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    Nilesh
    This document provides an overview of incident management. It defines incident management as the process of identifying, analyzing, and resolving organizational issues to prevent reoccurrence. The objectives of incident management are to restore normal service operations within agreed upon time limits while minimizing business impact. The document then outlines the key aspects of incident management including the lifecycle, important terminology, activities and states, examples, potential blockers, and key performance indicators (KPIs). It provides examples and questions for users to test their understanding.

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    Incident Management - AKIMS - FDP - 23 - 11 - 2022

    Uploaded by

    Nilesh
    40 views25 pages
    This document provides an overview of incident management. It defines incident management as the process of identifying, analyzing, and resolving organizational issues to prevent reoccurrence. The objectives of incident management are to restore normal service operations within agreed upon time limits while minimizing business impact. The document then outlines the key aspects of incident management including the lifecycle, important terminology, activities and states, examples, potential blockers, and key performance indicators (KPIs). It provides examples and questions for users to test their understanding.

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    Incident Management

    Original Title

    Incident Management_AKIMS_FDP_23_11_2022

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    This document provides an overview of incident management. It defines incident management as the process of identifying, analyzing, and resolving organizational issues to prevent reoccurrence. The objectives of incident management are to restore normal service operations within agreed upon time limits while minimizing business impact. The document then outlines the key aspects of incident management including the lifecycle, important terminology, activities and states, examples, potential blockers, and key performance indicators (KPIs). It provides examples and questions for users to test their understanding.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    40 views25 pages

    Incident Management - AKIMS - FDP - 23 - 11 - 2022

    Uploaded by

    Nilesh
    This document provides an overview of incident management. It defines incident management as the process of identifying, analyzing, and resolving organizational issues to prevent reoccurrence. The objectives of incident management are to restore normal service operations within agreed upon time limits while minimizing business impact. The document then outlines the key aspects of incident management including the lifecycle, important terminology, activities and states, examples, potential blockers, and key performance indicators (KPIs). It provides examples and questions for users to test their understanding.

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    © All Rights Reserved
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    of 25

    Incident

    Management
    ✓ Scenario
    ✓ Understanding : Incident Management
    ✓ Goals and Objectives
    ✓ Significance of Incident Management
    ✓ Incident Management life cycle
    ✓ Terminology Required
    WALK ✓ Incident Management : Activities

    THROUGH ✓ Incident Management : States


    ✓ Example
    ✓ Incident Blockers
    ✓ Incident Management KPIs
    ✓ Knowledge Check
    ✓ Q-A
    • Mukesh is new Joinee at ABC corps. While Russia
    Ukraine Warfare KB release. Few malicious IP were
    Scenario published, and the management has asked to
    block these IPs at necessary tools. However, by
    mistake Mukesh has blocked Private IP at Perimeter
    FW. As in result , It has impacted over the
    production severely. And production has stopped
    for about an hrs. later it has been investigated by
    one of the senior specialist and event has been
    handled with due care and diligence .

    • The Incident Manager has asked Mukesh to


    prepare Incident Response Document
    Incident management is the process of identifying,
    analyzing, and solving any organizational mishaps or hazards
    to prevent them from happening again.
    Objective : Restore normal service
    operation within SLA limits ASAP .Minimize
    the adverse impact on business operations. Objectives
    and Goals
    Goal :
    • Restore the services as quickly as possible
    • Minimum Disruption to users Work
    • Management of an incident during its
    entire lifecycle
    • Support of operational activities
    • Reduced Business impact of incidents by
    timely resolution
    Significance
    of Incident • Proactive identification of possible
    Management enhancement
    • Improved monitoring
    • Better staff utilization
    • Elimination of lost incidents and service
    requests
    • Better and accurate CMDB information
    • Better user and Customer Satisfaction
    Incident Management Life cycle
    Good to know these terminologies
    Incident Response Planning (IRP)

    Incident Management Flow ( IMF)

    Root cause Analysis (RCA )

    Incident Response Chronology( IRC)

    Service level Agreement (SLA)

    Business Continuity plan ( BCP )

    Change approval Board (CAB) ,

    Configuration Management Database (CMDB)

    Governance – Regulation and Compliance (GRC)


    Incident Management : Activities
    Incident states
    Example
    Incident Detailing
    Incident classification
    Priority Cross tab
    Escalation

    ESCALATION ESCALATION ESCALATION ESCALATION


    TRIGGER MEASURES LEVEL FOCAL
    Types of Escalation
    Input vs Output

    Input Output

    Incident reports from Services Desk and Requests for change-to-change management
    Monitoring

    Information about users , system configuration Information about incidents or Problems to


    ,service levels problems management

    Information about solution ,tested workarounds Solved and closed incidents

    Information about changes performed Information to the user

    Reports to management
    Blockers

    Least staff
    commitment
    Lack of clarity of
    business needs

    Discrepancies in customer
    requirement and service
    provider ( Badly defined
    service goals) The quality of the
    configuration
    database

    No integration with
    other process
    KPIs
    • Total number of incidents
    • Average time to restore services from
    point of first call (*RPO, RTO Concept in Brief)
    • Number of Escalation by service desk
    • Correctly escalated vs Incorrectly
    escalated
    • Number of incidents by passing
    service desk
    • Number of incidents re-opened
    Incident Focal and RnR

    • Incident Manager
    • Incident Analyst( L1/ L2)
    • SME
    Question 1 :
    Incident Management document / IMF is a …… type of
    Control document

    A. Preventive and Corrective


    control document
    B. Preventive control document
    only
    C. Deterrent control document
    D. Fault measure control
    document
    Question 2 :

    A document that contains description of any event that has


    happened, which requires further investigation is called as
    _________ .

    A. Test Summary Report


    B. Defect Report
    C. Bug Report
    D. Incident Report
    Question 3 :

    Priority = ?

    A. Threat x Vulnerability
    B. Urgency x Impact
    C. Impact + Urgency
    D. RTO + RPO
    Reference
    • Modern Cyber security Startegies for Enterprises – Ashish Mishra
    • informationisbeautiful.net
    • www.researchgate.net
    • BMC ITIL
    • Slideshare
    OPEN FORUM FOR Q - A

    Pramod Kadam
    Sr. Information Security Analyst
    RNT Technologies
    [email protected]

    THANK YOU

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