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3.4 - Coggle Diagram
3.4
Recording
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It is important that as many details are recorded including what happened and which part or component of the digital system has been affected.
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Using the recorded details as a starting point, it should be possible to identify the extent of the incident.
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It may be the cause of the incident is straightforward, or it may require deeper investigation and analysis.
During the investigation and analysis it is important that all details are fully and completely recorded.
Response
Any incident should have one member of the digital support service team who take ownership and coordinates the response.
The owner should be the first point of contact for the incident response team and must be kept up to date with all impacts, the extent of the incident, actions that have been tried and the results of these actions
Troubleshooting
When resolving the incident, the digital support services team will carry out an investigation to enable the incident and the cause to be diagnosed.
The actions taken will depend on the incident but may include replacing hardware components, updating security settings, or installing newly released software patches.
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Categorising
Low
These incidents have no impact on customers and end users and can usually be resolved with no downtime for the digital system.
Medium
These impacts will affect a small number of end users and may impact on some aspects of their tasks. There may be limited impact on customers, such as the website becoming slow.
High
These incidents are the most severe. They have an impact on most, if not all, end users and customers. The function of the organisation will be impacted. Incidents categorised as high will always have a financial impact.
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