CEO's, Line of Business Managers and IT Management are responsible for the information security of the company. They are responsible for managing the monitoring of the companies electronic and physical security measures using a variety of methods and personnel, such as reports and/or alerts inherent in the information systems. Managers are responsible for the performance of regular reviews and risk assessments. Internal and external auditors are called on periodically to review relevant aspects of enterprise security. While not limited to security, many segments of incident management are handled by the IT organization.
In hybrid cloud computing, what are the IT support processes of preventive maintenance and incident management?
In our example here IT support teams are tasked with the responsibilities of both processes. But most organizations are tasked with producing business results. Business managers who own the revenue producing processes however bear overall accountability for incident prevention and response. To examine each process in detail would involve studying countless scenarios. We only are going to take the time to look into hybrid cloud computing. Hybrid cloud is becoming the de facto standard for organizations large and small who are venturing into the cloud. While a private cloud enables maximum security and control, the hybrid cloud enhances an organizations flexibility.
Hybrid cloud processes that we are concerned with in an IT support scenario include:
- Security and threats – What are internal and external requirements?
- Service Levels – Is it a mission critical application?
- Availability – Does the application need to be available 24 X 365 or is 5 X 8 adequate?
- Performance – What are database and web interface response time requirements?
What happens when an organization has a preventive maintenance (PM) strategy?
IT support teams provide for systematic inspection, detection, and correction of developing failures either before they occur or before they develop into major defects.
Preventive maintenance includes tests, measurements, adjustments, and parts replacement. The preventive maintenance is performed specifically to prevent faults, or incidents, from occurring.
The primary goal of keeping the enabling equipment running an IT is to avoid or mitigate the consequences of failure of procedures or equipment. This may be by preventing the failure before it actually occurs which Planned Maintenance and Condition Based Maintenance help to achieve. It is designed to preserve and restore equipment reliability by replacing worn components or defective computing processes before they actually fail. Preventive maintenance activities include partial or complete overhauls at specified periods. In addition, workers can record equipment deterioration so they know to replace or repair worn systems before they cause system failure. The ideal preventive maintenance program would prevent all equipment failure before it occurs
The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price. These incidents are normally dealt with by either an Incident Response Team (IRT), or an Incident Management Team (IMT). These are often designated beforehand, or during the event and are placed in control of the organization while the incident is being dealt with, to restore normal functions. Wikipedia http://en.wikipedia.org/wiki/Incident_management flow charts this out via the picture below and offers significant analysis for anyone pursuing an advanced incident management team.
There are numerous Incident Management software solutions that streamline the process of restoring service following an unplanned disruption. They all capture incidents through a self-service portal, chat, email, phone, and incoming events and prioritize them based on agreed service level targets. Incidents can be automatically routed to the appropriate resolution group, complete with related information. An On-Call Scheduling feature ties directly into Incident Management to escalate and assign incidents to the right support teams and assignment groups, with triggers to escalate and send bi-directional notifications so escalations may be acknowledged. Knowledge articles help agents minimize resolution times and service level management helps keeps all work on track.
Firewalls and IDS systems currently utilized by iStreet create log files, which are monitored on a daily basis, for suspicious activity. The logs are collected and compiled to create actionable reports that are reviewed monthly or weekly if conditions require it.
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