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Unit 12 IT Technical Support and Management Assignment 1. ( all criteria met. Distinction.)
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Assignment 3: officialIncident response plan for: Outsourced IT support
This incident response plan outlines the steps to be done should any IT-related issues come up while
the start-up company is running its online business. In terms of performance, security, and
availability, the local area network (LAN), desktop PCs, tablets, printers, and other components of
the company's IT infrastructure are taken care of.
Reduce downtime and business interruptions as much as you can.
Restore functionality and services as soon as it is possible.
Ensure the accessibility, privacy, and integrity of the data.
Identify potential threats and security gaps and take action to fill them.
Keeping in touch with everyone will allow you to inform them of any incidents.
Based on their seriousness and impact, all occurrences will be categorised using the following three-
tiered classification system:
Priority 1: A Very Serious Situations
- If the system entirely failed, it would influence every employee.
- a significant data loss or security incident.
- A vital application's failure is influencing business operations.
Priority 2: medium serious situations
- an issue with the structure that impacts a certain workforce.
- small security breaches or occurrences.
- Application problems may have an influence on a certain business function.
High priority versus medium priority:
- worries about specific users.
- minor security breaches or incidents.
- non-essential application mistakes.
- The incident response process is as follows: To report incidents, users should use a specific
support channel (such phone or email).
- Each issue should be immediately acknowledged by the IT support staff, who should also
record it.
The IT support staff will categorise the reported events based on their severity.
Only capable people will be given priority situations.
Resolving the Problem:
- Incidents of High Severity (Priority 1) will receive prompt attention.
- High Severity (Priority 1) issues will be handled after dealing with Low Severity (Priority 3),
Medium Severity (Prior 2), and High Severity (Prior 1) events.
, - IT professionals will adhere to standard problem-solving and troubleshooting techniques.
Communication and Escalation:
- An incident will be escalated to higher-level management or support if it cannot be handled
in the specified time.
- Throughout the course of the event, the impacted staff and stakeholders will get regular
updates.
reporting and resolving incidents:
- The actions done and the remedy used once an incident has been resolved must be
documented.
- There will be recommendations for additional enhancements or security measures.
We'll take the following steps to reduce the likelihood:
a. ongoing system maintenance, including software updates and security patches.
b. Continuously checking the security of the network and infrastructure.
c. Implementing dependable user authentication processes and access controls.
d. Consistent backups of crucial data and test restores.
e. Conducting regular security audits and vulnerability assessments.
f. Teaching employees about IT best practises and security awareness.
Testing and review: To ensure sure the Incident Response Plan functions as intended and to identify
any faults, it will be periodically put to the test utilising simulations and tabletop exercises. Routine
inspections and upgrades will be performed to incorporate lessons learnt from actual disasters or
enhancements to the IT infrastructure.
Maintenance of the Plan: To consider any changes to the business' operational procedures, industry
standards, or IT infrastructure, the IT support team will keep the incident response plan accurate
and up to date. Any changes must be communicated to all parties involved in the plan.
The fact that this strategy is only an outline must be emphasised. It will need to be adjusted to fit the
specific requirements and goals of the startup business. For effective incident response and
mitigation, regular coordination and communication with the company's management and
stakeholders are essential.
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