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Written by January 21, 2024

Incident Response Policy for Server Operations

IT Policy Article

EDC Inc Incident Response Policy for Server Operations

This policy outlines the procedures and responsibilities of EDC Inc’s IT Server Operations, IT Server Build Operations, IT-SOC, Corporate Physical Security, IT Security Operations, IT Monitoring Operations, IT Database Operations, and IT Audit and Compliance departments in the event of an incident affecting server operations.

1. Purpose

The purpose of this policy is to ensure a consistent and effective approach to the management, reporting, and resolution of incidents affecting server operations. This policy aims to minimize the impact of such incidents on EDC Inc’s operations and services.

2. Scope

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This policy applies to all EDC Inc’s servers, including those managed by IT Server Operations and IT Server Build Operations. It covers incidents related to server hardware, operating systems, applications, databases, and network connections.

3. Policy

3.1 Incident Identification

Incidents may be identified through various means, including system monitoring by IT Monitoring Operations, alerts from the CMDB inventory management tool, or reports from users or service accounts in Active Directory.

3.2 Incident Reporting

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All incidents must be reported to IT-SOC (Incident Management) as soon as they are identified. The report should include all relevant information about the incident, including the server(s) affected, the nature of the incident, the time it was identified, and any actions taken so far.

3.3 Incident Classification

IT-SOC is responsible for classifying incidents based on their severity and impact on EDC Inc’s operations and services. This classification will determine the response and resolution procedures to be followed.

3.4 Incident Response

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Upon receiving an incident report, IT-SOC will initiate the appropriate response procedures. This may involve coordination with other departments, such as IT Server Operations for OS patching or IT Security Operations for incidents involving security breaches.

3.5 Incident Resolution

IT-SOC is responsible for ensuring that incidents are resolved in a timely and effective manner. This includes coordinating with the relevant departments, tracking the resolution process, and updating the incident report with the resolution details.

3.6 Incident Review

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After an incident is resolved, IT-SOC will conduct a review to identify the cause of the incident, assess the effectiveness of the response and resolution procedures, and identify any improvements that can be made. The results of this review will be reported to the IT Audit and Compliance department and the CAB (Change Audit Board).

4. Roles and Responsibilities

  • IT Server Operations is responsible for managing server hardware and operating systems, including OS patching every 30 days unless an IT Exception is approved by IT Security.
  • IT Server Build Operations is responsible for building and configuring servers.
  • IT-SOC is responsible for managing incidents, including reporting, classification, response, resolution, and review.
  • Corporate Physical Security is responsible for managing physical security incidents affecting servers.
  • IT Security Operations is responsible for managing security incidents affecting servers.
  • IT Monitoring Operations is responsible for monitoring server operations and identifying incidents.
  • IT Database Operations is responsible for managing database incidents affecting servers.
  • IT Audit and Compliance is responsible for auditing incident management procedures and ensuring compliance with this policy.

5. Policy Compliance

All EDC Inc’s departments and employees are required to comply with this policy. Non-compliance may result in disciplinary action, up to and including termination of employment.

6. Policy Review

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This policy will be reviewed annually by IT Audit and Compliance, or more frequently if necessary, to ensure its continued relevance and effectiveness.

Summary

This Incident Response Policy for Server Operations provides a comprehensive framework for managing incidents affecting EDC Inc’s servers. It outlines the procedures to be followed from incident identification to resolution and review, and defines the roles and responsibilities of the various departments involved. By adhering to this policy, EDC Inc aims to minimize the impact of server incidents on its operations and services, and continuously improve its incident management procedures.

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