Postinciting Incident Update

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You need to train and mentor service desk and IT support staff in techniques they can use to diagnose incidents and problems. They won’t become good at this just because they have the right technical knowledge and ITSM process skills.

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Every IT organization has processes for managing incidents and problems. Often these are based on ideas from ITIL, the world’s leading best practice for IT service management. According to ITIL, an incident is “An unplanned interruption to an IT service or reduction in the quality of an IT service…” and a problem is “A cause of one or more incidents….” The incident management process helps to restore normal service, and the problem management process helps to reduce the impact of future incidents.

Incident and problem management processes define the steps people should take to manage and resolve issues, and they nearly always have a box labelled “Investigation and Diagnosis” (or something very similar) where something magical is supposed to happen.

For the people whose job it is to fix things when they go wrong, the most important activities are diagnosing the issue, and working out how to fix it. Of course, they have to do all the other things in the process, like update records and notify users when they have a resolution, but most of their time is spent doing “Investigation and Diagnosis.”

When we train service desk staff and support staff, we often send them on technical training courses, to make sure that they understand the technology they are working on, and we also send them on ITIL courses (or other best practice training), to make sure they understand how the process should work and how it fits with other IT activities. But we very rarely actually teach people how to investigate and diagnose incidents and problems. We often don’t even provide mentoring to help them develop troubleshooting skills. We assume they will just know how to do this. This is a great pity. Inexperienced staff will very probably have no idea how to approach investigation and diagnosis, and nor will many otherwise very knowledgeable people.

So, if you diagnose incidents and problems, or manage people who do, then I’m here to let you know that there are specific approaches available that will be of use to you. You should learn them and be able to use them when appropriate. Here are some that I have found particularly helpful, though the list is not exhaustive.

Approaches to Diagnosing Incidents and Problems

Some of the approaches described here are used just for diagnosis, others have a wider application. If you have a good understanding of all of them it will help you to decide which approach is most appropriate for your current situation.

1. The Richard Feynman Approach

The famous physicist Richard Feynman is supposed to have developed a process for solving physics problems that looked like this.

  1. Write down the problem
  2. Think very hard
  3. Write down the answer

This process has the advantage of simplicity, but is probably not going to work well for those of us who aren’t clever enough to win a Nobel Prize. So, I suggest you only use this method if you are VERY clever, or if your problem is simple and you have access to all the knowledge and information you need. You can also use this approach in conjunction with any of the other approaches below, it’s always a good idea to think hard before you jump to conclusions.

2. Timeline Analysis

This is such an easy way to investigate an incident or problem that it barely deserves a name. You simply list everything that happened in time order and then look for patterns. What is important is that you get all the data from multiple sources and then sort it by date and time, regardless of where it came from. Your timeline may have entries from system logs, emails, service desk records, and many other sources. This simple approach is surprisingly effective at building a complete picture of what’s been going on.


Figure 1- Example timeline analysis

I almost always start with timeline analysis, because it’s often enough to let me understand what happened, and it also ensures I have all the information I need if a more sophisticated approach turns out to be necessary.

3. Kepner-Tregoe Problem Solving

Full disclosure: I have to declare an interest here as I used to teach this proprietary approach to problem solving. But I honestly do think that it’s incredibly effective.

It’s a structured approach to problem solving, where you define the problem across a number of different dimensions (what, where, when, extent) and you also bound the problem by identifying what is NOT failing. You can then review the distinctions between these to identify possible causes.


Figure 2- Simplified example use of Kepner-Tregoe problem solving

Exposition Inciting Incident

4. Ishikawa or Fishbone Diagrams

An Ishikawa diagram is a way to progressively break down potential causes of a problem. Causes are grouped into categories, to help understand and visualize the relationships. You can create such diagrams to help identify all the potential causes of an issue during diagnosis. But they can also be created as part of the product documentation so they’re already available to help with troubleshooting any issue that occurs.


Figure 3- Simplified example Ishikawa diagram for an email service

5. Knowledge-Centered Support

Knowledge-Centered Support is primarily a methodology for capturing and managing information, which support personnel and service desk staff need. If the required information is made available to the people who need it, at the time it is needed, this can lead to rapid insights, and fast resolution of incidents and problems. People who have the right knowledge available to them are much more likely to be able to use Richard Feynman’s method of problem solving!

6. Swarming

Swarming is a collaborative approach that changes many aspects of incident management, not just the diagnosis phase There is no escalation to higher levels of support. Instead, anybody who might be able to help, joins the swarm. This means that many people, who may come from different parts of the organization, and who between them have an extensive range of relevant knowledge and skill, collaborate to solve the issue. The swarm may use some of the other approaches described in this blog, but the key point is that collaboration between many people with varied yet relevant skills, tends to result in faster and more accurate diagnosis and resolution of incidents and problems.

You can find some more information about swarming in this blog by Jon Hall.

7. Standard+Case

Standard+Case is another approach that changes many aspects of how incidents are managed. It was developed by Rob England, and is described in this article, and in a separate publication that you can find linked from there. The basic idea of Standard+Case is that standard activities should be managed by following a well-defined process, but that more complex activities require case management, using techniques that have been developed in fields such as health, social work, law, and policing. This approach enables high levels of efficiency for routine incidents, but provides the ability to handle more complex incidents in a more versatile manner.

Conclusion

You need to train and mentor service desk and IT support staff in techniques they can use to diagnose incidents and problems. They won’t become good at this just because they have the right technical knowledge and ITSM process skills.

There are lots of different techniques and methodologies that staff could use, and you should try to understand a wide range of different approaches. Some may not be applicable to your environment, but the more familiar you are with a variety of approaches the more likely you are to be able to deploy the right one when you need it.

1. DOCUMENT PURPOSE

1.1 This document defines the policy for addressing Security and Privacy Incidents through appropriate Incident Response.

1.2 This document applies to all Personnel and supersedes all other policies relating to the matters set forth herein.

2. TERMS & DEFINITIONS

Term/AcronymDefinition
Data BreachA Security or Privacy Incident leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, PII or Personal Data transmitted, stored or otherwise processed.
Data ControllerMeans the person or organization that determines the purpose and means of the Processing of Personal Data.
EscalationThe engagement of additional resources to resolve or provide the status regarding an incident.
Incident Response / Incident ManagementProcess for detecting, reporting, assessing, responding to, dealing with, and learning from Security Incidents.
Information SecurityPreservation of confidentiality, integrity, and availability of Information and the equipment, devices or services containing or providing such Information.
Personal DataMeans any information relating, directly or indirectly, to an identified or identifiable data subject or individual, where such information is protected under applicable data protection or privacy law.
Personal Identifiable Information (PII)Any information that (a) can be used to identify the PII principal or individual to whom such information relates, or (b) is or might be directly or indirectly linked to a PII principal or individual.
PersonneliCIMS employees (part and full time) and interns.
Privacy EventA situation where PII or Personal Data is potentially processed in violation of one or more relevant privacy principles under iCIMS’ internal privacy policies or procedures.
Privacy IncidentA situation where PII or Personal Data is processed in violation of one or more relevant privacy principles under iCIMS’ internal privacy policies or procedures.
Security EventAn identified occurrence of a system, service or network state indicating a possible breach of information security policy, a possible exploitation of a Security Vulnerability or Security Weakness or a previously unknown situation that can be security relevant.
Security IncidentA single or series of unwanted or unexpected Security Events that compromise business operations with an impact on Information Security.
Security Incident Response Team (SIRT)A predefined group of individuals needed and responsible for responding to an incident, managed by the Information Security Department. During an incident, the SIRT is responsible for communication with and coordination of other internal and external groups.
Security VulnerabilityA weakness of an existing asset or control that can be exploited by one or more threats.
Security WeaknessA weakness that results from the lack of an existing, necessary control.

3. SCOPE

The objective of this policy is to ensure a consistent and effective approach to the management of Security Incidents, including the identification and communication of Security Events and Security Weaknesses.

4. INCIDENT RESPONSE POLICY

  • The Incident Response policy is as follows:
  • Management responsibilities and procedures should be established to ensure a quick, effective, and orderly response to Security Incidents.
  • The objectives for Security Incident management should be agreed upon with management, and it should be ensured that those responsible for Security Incident management understand the organization’s priorities for handling Security Incidents.
  • Security Events should be reported through appropriate management channels as quickly as possible.
  • Personnel and contractors using the organization’s information systems and services are required to note and report any observed or suspected Security Weakness or Vulnerability in systems or services.
  • Security and Privacy Events should be assessed, and it should be decided if they are to be classified as Security or Privacy Incidents.
  • Security and Privacy Incidents should be responded to in accordance with documented Incident Response procedures.
  • Knowledge gained from analyzing and resolving Security and Privacy Incidents should be used to reduce the likelihood or impact of future incidents.
  • Procedures should be defined and applied for the identification, collection, acquisition, and preservation of information, which can serve as evidence.
  • Awareness should be provided on topics such as:
    • The benefits of a formal, consistent approach to Incident Management (personal and organizational);
    • How the program works, expectations;
    • How to report Security and Privacy Incidents, who to contact;
    • Constraints imposed by non-disclosure agreements.
  • Communication channels should be established well in advance of a Security or Privacy Incident. Include all necessary parties in relevant communication:
    • SIRT members
    • Senior Management
    • iCIMS Personnel
  • In the event a Security or Privacy Incident, Data Controllers, government bodies and other necessary parties should be notified in a reasonable timeframe, and in compliance with regulatory and other applicable requirements and guidance.
  • At no time should investigations into security or privacy events or incidents be unreasonably obstructed.
    • Any obstruction of an investigation into a security or privacy event or incident must immediately be reported to senior leadership for resolution.
    • Obstruction of an investigation may result in disciplinary action, up to and including termination.

5. DOCUMENT PURPOSE

1.3. The purpose of this document is to define the Incident Response procedures followed by iCIMS in the event of a Security Incident. This document is a step-by-step guide of the measures Personnel are required to take to manage the lifecycle of Security Incidents within iCIMS, from initial Security Incident recognition to restoring normal operations. This process will ensure that all such Security Incidents are detected, analyzed, contained and eradicated, that measures are taken to prevent any further Security Incidents, and, where necessary or appropriate, that notice is provided to law enforcement authorities, Personnel, and/or affected parties

1.4. This document applies to all Personnel and supersedes all other procedures, practices, and guidelines relating to the matters set forth herein.

6. TERMS & DEFINITIONS

Term/AcronymDefinition
Abnormal ActivitiesUnsuccessful attacks that appear particularly significant based on iCIMS understanding of the risks it faces.
Data BreachA Security or Privacy Incident leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, PII or Personal Data transmitted, stored or otherwise processed.
Data ControllerMeans the person or organization that determines the purpose and means of the Processing of Personal Data.
EscalationThe engagement of additional resources to resolve or provide the status regarding an incident.
GCOGeneral Counsel’s Office
Incident RecordCreated at the time a Security or Privacy Incident is initially recognized. Contains all relevant information pertaining to the Security or Privacy Incident.
Incident Response / Incident ManagementProcess for detecting, reporting, assessing, responding to, dealing with, and learning from incidents.
Information SecurityPreservation of confidentiality, integrity, and availability of information and the equipment, devices or services containing or providing such Information.
Personal DataMeans any information relating, directly or indirectly, to an identified or identifiable data subject or individual, where such information is protected under applicable data protection or privacy law.
Personal Identifiable Information (PII)Any information that (a) can be used to identify the PII principal or individual to whom such information relates, or (b) is or might be directly or indirectly linked to a PII principal or individual.
PersonneliCIMS employees (part and full time) and interns.
Privacy EventA situation where PII or Personal Data is potentially processed in violation of one or more relevant privacy principles under iCIMS’ internal privacy policies or procedures
Privacy IncidentA situation where PII or Personal Data is processed in violation of one or more relevant privacy principles under iCIMS’ internal privacy policies or procedures.
Security or Privacy EventAn identified occurrence of a system, service or network state indicating a possible breach of information security policy, a possible exploitation of a Security Vulnerability or Security Weakness or a previously unknown situation that can be security relevant.
Security or Privacy IncidentA single or series of unwanted or unexpected Security or Privacy Events that compromise business operations with an impact on Information Security.
Security or Privacy Incident Response Team (SIRT)A predefined group of individuals needed and responsible for responding to an incident, managed by the Information Security Department. During an incident, the SIRT is responsible for communication with and coordination of other internal and external groups.
Sensitive Personal Information (SPI)A form of Personal Data and means any information revealing a Data Subject’s genetic or biometric data, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, sexual orientation and lifestyle, or criminal convictions or offenses
Security VulnerabilityA weakness of an existing asset or control that can be exploited by one or more threats.
Security WeaknessA weakness that results from the lack of an existing, necessary control.
Subscriber DataRefer to iCIMS Subscription Agreement.

7. SCOPE

This document covers the Incident Response process for all identified Security Incidents.

The following activities will be covered:

  • Detection
  • Analysis
  • Containment
  • Eradication
  • Recovery
  • Post-Incident Activities

The Incident Response process is considered complete once Information confidentiality, integrity, and/or availability are restored to normal and verification has occurred.

8. OVERVIEW

8.1. Roles and Responsibilities

Individuals needed and responsible for responding to a Security or Privacy Incident make up the SIRT. Core members will include the following:

  • CISO, Senior Director (SIRT Primary Lead)
  • AVP, Legal & Compliance, Deputy General Counsel (SIRT Secondary Lead)
  • Data Protection Officer (DPO)
  • Security team staff
  • Privacy team staff
  • Information owner

Other groups and/or individuals that may be needed include:

  • Senior Leadership
  • General Counsel’s Office (GCO)
  • Human Resources (Talent)
  • End User Support
  • ISS or Labs Staff
  • Building and/or facilities management staff
  • Other Personnel involved in the Security or Privacy Incident or needed for resolution
  • Contractors (as necessary)
  • Communications Resources

PROCESS

8.2 Detection Phase

In the detection phase the SIRT, or an internal or external entity, identifies a Security or Privacy Event that may be the result of a potential exploitation of a Security Vulnerability or a Security Weakness, or that may be the result of an innocent error.

Immediately upon observation or notice of any suspected Security or Privacy Event, Personnel shall use reasonable efforts to promptly report such knowledge and/or suspicion to the Information Security Department at the following address:

  • Email: InformationSecurity@icims.com

A Privacy Event shall also be reported to the following address:

  • Email: privacy@icims.com

A Security or Privacy Event may be discovered in many ways, including the following:

  • Observation of suspicious behavior or unusual occurrences;
  • Lapses in physical or procedural security;
  • Information coming into the possession of unauthorized Personnel or Third Parties;
  • Information inappropriately exposed on a publicly facing website.

To assess whether a Security or Privacy Event must be reported, Personnel shall consider whether there are indications that:

  • Information was used by unauthorized Personnel or Third Parties;
  • Information has been downloaded or copied inappropriately from iCIMS’s computer systems or equipment;
  • Equipment or devices containing Information have been lost or stolen;
  • Equipment or devices containing Information have been subject to unauthorized activity (e.g., hacking, malware).
  • Personal Data has been inappropriately disclosed, accessed or transferred.

In addition, the following situations shall be considered for Security or Privacy Event reporting:

  • Ineffective security controls;
  • Breach of information integrity, confidentiality or availability expectations;
  • Human errors (innocent or otherwise);
  • Non–compliance with policies or standards;
  • Breaches of physical security arrangements;
  • Uncontrolled systems changes;
  • Malfunctions of software or hardware;
  • Access violations.

Even if Personnel are not sure whether a Security or Privacy Event is an actual Security or Privacy Incident, they are still required to report it as provided herein, as it is better to be cautious than to be compromised.

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The SIRT will usually require the reporter to supply further information, which will depend upon the nature of the Security or Privacy Event. However, the following information normally shall be supplied:

  • Contact name and information of person reporting the Security or Privacy Event;
  • Date and time the Security or Privacy Event occurred or was noticed;
  • Type and circumstances of the Security or Privacy Event;
  • The type of data, information, or equipment involved;
  • Location of the Security or Privacy Event, data or equipment affected;
  • Whether the Security or Privacy Event puts any person or other data at risk; and
  • Any associated ticket numbers, emails or log entries associated with the Security or Privacy Event.

SIRT Primary Lead will ensure that the SIRT is promptly engaged once such notice is received. The following actions will also be taken:

1. The SIRT, under the leadership of the SIRT Primary Lead, shall use reasonable efforts to analyze the matter within four (4) hours of notice and decide whether to proceed with the Analysis Phase of the Incident Response Procedures.3

a. Determination to initiate the Analysis Phase must be made quickly so that Personnel can make an initial determination as to the urgency and seriousness of the situation.

2. Upon making the decision to begin the Analysis Phase, if the SIRT suspects that the Security or Privacy Event may result in damage to the reputation of iCIMS or legal liability, the GCO shall initiate a legal assessment of actual or potential legal issues.

8.3 Analysis Phase

The initial response to detection of a Security or Privacy Event is typically the Analysis Phase. In this phase the SIRT determines whether a Security or Privacy Event is an actual Security or Privacy Incident. To determine if a Security or Privacy Event is a Security or Privacy Incident the following considerations apply:

  1. Leverage diagnostic data to analyze the Security or Privacy Event using tools directly on the operating system or application. This may include, but not be limited to:

(i) Taking screenshots, memory dumps, consult logs and network traces;
(ii) Performing analysis on the information being collected;
(iii) Analyzing the precursors and indications;
(iv) Looking for correlating information; and
(v) Performing research (e.g., search engines, knowledgebase).

2. Identify whether the Security or Privacy Event was the result of an innocent error, or the actions of a potential attacker. If the latter, effort shall be made to identify who the potential attacker may be, by:

(i) Validating the attacker’s IP address;
(ii) Researching the attacker through search engines;
(iii) Using incident databases;
(iv) Monitoring attacker communication channels, if possible; and
(v) In unique cases, and with the approval of legal counsel, potentially scanning the attacker’s system.

If the SIRT has determined that a Security or Privacy Event has triggered a Security or Privacy Incident, the appropriate SIRT team members will be engaged accordingly and the SIRT will begin documenting the investigation and gathering evidence. The type of Security or Privacy Incident is based on the nature of the event. Example types are listed as follows:

  1. Data exposure.
  2. Unauthorized access/Inappropriate role-based access.
  3. Distributed Denial of Service/ Denial of Service (DDoS/DoS).
  4. Malicious code.
  5. Improper usage.
  6. Scans/Probes/Attempted access.

If it is determined that a Security or Privacy Incident has not been triggered, additional activities noted under ‘5.6. Post-Incident Activities’ may be initiated under the direction of the SIRT.

The Security or Privacy Incident’s potential impact on iCIMS and/or its Subscribers shall be evaluated and the SIRT shall assign an initial severity classification of low, medium, high or critical to the Security or Privacy Incident. To analyze the situation, scope, and impact, the SIRT shall:

Inciting Incident Generator

  1. Define and confirm the severity level and potential impact of the Security or Privacy Incident.
  2. Identify which resources have been affected and forecast which resources will be affected.
  3. Estimate the current and potential effect of the Security or Privacy Incident.

The SIRT shall attempt to determine the scope of the Security or Privacy Incident and verify if the Security or Privacy Incident is still ongoing. Scoping the Security or Privacy Incident may include collecting forensic data from suspect systems or gathering evidence that will support the investigation. It may also include identifying any potential data theft or destruction. New investigative leads may be generated as the collected data is analyzed. If the Security or Privacy Incident involves malware, the SIRT shall analyze the malware to determine its capabilities and potential impact to the environment. Based on the evidence reviewed, the SIRT will determine if the Security or Privacy Incident requires reclassification as to its severity or cause (e.g., whether it was originally thought to be the action of a malicious actor but turned out to be an innocent error, or vice versa).

As indicated above, a Security or Privacy Incident may require evidence to be collected. The collection of such evidence shall be done with due diligence and the following procedures shall apply:

1. Gathering and handling of evidence (forensics) shall include:

(i) Identifying information (e.g., the location, serial number, model number, hostname, media access control (MAC) address, and IP address of a computer);
(ii) Name, title, and phone number of everyone who collected or handled the evidence during the investigation;
(iii) Time and date (including time zone) of each occurrence of evidence handling;
(iv) Locations where the evidence was stored, and conditions of storage (e.g., locked spaces, surveilled spaces); and
(v) Reasonable efforts to create two backups of the affected system(s) using new, unused media — one is to be sealed as evidence and one is to be used as a source of additional backups.

2. To ensure that evidence is not destroyed or removed, where any Personnel are suspected of being responsible for a Security or Privacy Incident, iCIMS shall, consistent with its procedures, use reasonable efforts to place monitoring and forensics agents and/or confiscate all computer/electronic assets that have been assigned to him or her.

(i) This task may be done surreptitiously and shall be completed as quickly and in as non-intrusive a manner as possible.
(ii) The SIRT shall consider restricting access to the computers and attached peripherals (including remote access via modem, secure remote system access, etc.) pending the outcome of its examination.

3. Where applicable, and depending upon the seriousness of the Security or Privacy Incident, items and areas that shall be secured and preserved in an “as was” condition include:

(i) Work areas (including wastebaskets);
(ii) Computer hardware (keyboard, mouse, monitor, CPU, etc.);
(iii) Software;
(iv) Storage media (disks, tapes, removable disk drives, CD ROMs, etc.);
(v) Documentation (manuals, printouts, notebooks, notepads);
(vi)Additional components as deemed relevant (printer, cables, etc.);
(vii) In cases of damage, the computer system and its surrounding area, as well as other data storage devices, shall be preserved for the potential collection of evidence (e.g., fingerprinting);
(viii) If the computer is “Off”, it shall not be turned “On”. For a stand-alone computer system, if the computer is “On”, the Information Security and IT Departments are to be contacted.

4. It is important to establish who was using the computer system at the time of the Security or Privacy Incident and/or who was in the immediate area. The SIRT shall obtain copies of applicable records (e.g., access logs, swipe card logs, closed circuit television (“CCTV”) recordings) as part of the investigation.

5. Based on the severity level and the categorization of the Security or Privacy Incident, the proper team or Personnel shall be notified and contacted by the SIRT.

6. Until the SIRT, with the approval of iCIMS senior management, makes the Security or Privacy Incident known to other Personnel, the foregoing activities shall be kept confidential to the extent possible.

If it is determined that a Security or Privacy Incident has occurred and may have a significant impact on iCIMS or its Subscribers, the SIRT shall determine whether additional resources are required to investigate and respond to the Security or Privacy Incident. The extent of the additional resources will vary depending on the nature and significance of the Security or Privacy Incident.

Abnormal Activities Notification:

The SIRT recognizes that there may be many attempts to gain unauthorized access to, disrupt or misuse information systems and the information stored on them, and that many of these attempts will be thwarted by iCIMS’ information security program. In general, the SIRT will not report unsuccessful attacks to customers. For example, the SIRT would generally not be required to report to a Data Controller or customer if it makes a good faith judgment that the unsuccessful attack was of a routine nature.

However, the SIRT will take reasonable steps to notify customers or Data Controllers of any identified Abnormal Activities. For example, in making a judgment as to whether an unsuccessful attack shall be reported, iCIMS might consider whether handling the attack required measures or resources well beyond those ordinarily used, like exceptional attention by senior personnel or the adoption of extraordinary non-routine precautionary steps. In cases of identified Abnormal Activities, the Data Controller or customer would be notified by means agreed upon by iCIMS and the Data Controller or customer within twenty-four (24) hours upon iCIMS becoming aware of the Abnormal Activity.

Data Breach Notification:

If it is determined during the analysis phase that a Security or Privacy Incident has occurred that constitutes a Data Breach, with notification obligations based on applicable legislation, regulation, or similar jurisdictional requirements, then notification of such Data Breach shall be handled by the SIRT and provided to the impacted Data Controller by email, telephone, or other appropriate means agreed upon by iCIMS and the Data Controller, within twenty-four (24) hours upon iCIMS the SIRT becoming aware of the Data Breach. Additional activities noted under ‘5.6. Post-Incident Activities’ may also be initiated under the direction of the SIRT.

8.4 Containment Phase

The Containment Phase mitigates the root cause of the Security or Privacy Incident to prevent further damage or exposure. This phase attempts to limit the impact of a Security or Privacy Incident prior to an eradication and recovery event. During this phase, the SIRT may implement controls, as necessary, to limit the damage from a Security or Privacy Incident. If a Security or Privacy Incident is determined to be caused by innocent error, the eradication phase may not be needed. For example, after reviewing any information that has been collected investigating the Security or Privacy Incident the SIRT may:

1. Secure the physical and network perimeter.

i. For example, shutting down a system, disconnecting it from the network, and/or disabling certain functions or services.

2. Connect through a trusted connection and retrieve any volatile data from the affected system.

3. Determine the relative integrity and the appropriateness of backing the system up.

4. If appropriate, back up the impacted system.

5. Change the password(s) to the affected system(s). Personnel, as appropriate, shall be notified of the password change.

6. Determine whether it is safe to continue operations with the affected system(s).

i. If it is safe, allow the system to continue to function, in which case the SIRT will:

a. Update the Incident Record accordingly; and
b. Move to the Recovery Phase.

ii. If it is not safe to allow the system to continue operations, the SIRT will discontinue the system(s) operation and move to Eradication Phase.

iii. The SIRT may permit continued operation of the system under close supervision and monitoring if:

      1. Such activity will assist in identifying individuals responsible for the Security or Privacy Incident;
      2. The system can run normally without risk of disruption, compromise of data, or serious damage; and
      3. Consensus has been reached within the SIRT before taking the supervision and monitoring approach.

7. The final status of this stage shall be appropriately documented in the Incident Record.

8. The SIRT shall apprise senior management of the progress, as appropriate.

During the Analysis and Containment Phases, the SIRT shall keep notes and use appropriate chain of custody procedures to ensure that the evidence gathered during the Security or Privacy Incident can be used successfully during prosecution, if appropriate.

8.5 Eradication Phase

The Eradication Phase is the phase where vulnerabilities causing the Security or Privacy Incident, and any associated compromises, are removed from the environment. An effective eradication for a targeted attack removes the attacker’s access to the environment all at once, during a coordinated containment and eradication event. Although the specific actions taken during the Eradication Phase can vary depending on the Security or Privacy Incident, the standard process for the Eradication Phase shall be as follows:

1. Determine the symptoms and cause related to the affected system(s).
2. Eliminate components of the Security or Privacy Incident. This may include deleting malware, disabling breached user accounts, etc.
3. Strengthen the controls surrounding the affected system(s), where possible (a risk assessment will be performed, if needed). This may include the following:

i. Strengthening network perimeter defenses.
ii. Improving monitoring capabilities or scope.
iii. Remediating any security issues within the affected system(s), such as removing unused services or implementing general host hardening techniques.
iv. Conduct a vulnerability assessment to verify that all the holes/gaps that can be exploited have been addressed.

4. If additional issues or symptoms are identified, take appropriate preventative measures to eliminate or minimize potential future compromises.
5. Update the Incident Record with the information learned from the vulnerability assessment, including the cause, symptoms, and method used to fix the problem with the affected system(s).
6. If necessary, escalate to higher levels of support to enhance capabilities, resources, or time-to-eradication.
7. Apprise senior management of progress, as appropriate.

After iCIMS has implemented the changes for eradication, it is important to verify that cause of and individual(s) causing the Security or Privacy Incident is fully eradicated from the environment. The SIRT shall also test the effectiveness of any security controls or changes that were made to the environment during containment and eradication.

8.6 Recovery Phase

The Recovery Phase represents the SIRT’s effort to restore the affected system(s) to operation after the problems that gave rise to the Security or Privacy Incident, and the consequences of the Security or Privacy Incident, have been corrected. Recovery events can be complex depending on the Security or Privacy Incident type and can require full project management plans to be effective.

Although the specific actions taken during the Recovery Phase can vary depending on the identified Security or Privacy Incident, the standard process to accomplish this shall be as follows:

1. Execution of the following actions, as appropriate:

    • Installing patches.
    • Rebuilding systems.
    • Changing passwords.
    • Restoring systems from clean backups.
    • Replacing affected files with clean versions.

2. Determination whether the affected system(s) has been changed in any way.

a. If the system(s) has been changed, the system is restored to its proper, intended functioning (“last known good”).

i. Once restored, the system functions are validated to verify that the system/process functions as intended. This may require the involvement of the business unit that owns the affected system(s).
ii. If operation of the system(s) had been interrupted (i.e., the system(s) had been taken offline), it shall be restored and validated, and the system(s) shall be monitored for proper behavior.

b. If the system(s) has not been changed in any way, but was taken offline (i.e., operations had been interrupted), restart the system and monitor for proper behavior.

3. Implementation of additional monitoring and alerting may be done to identify similar activities.

4. Update the Incident Record with any details determined to be relevant during this phase.

5. Apprise senior management of progress, as appropriate.

8.7 Post-Incident Activities

In addition to the Data Breach and Abnormal Activities notification requirements identified in the analysis phase above, and after verification of a successful containment and any necessary eradication, the SIRT shall take the following post-incident activities, as may be necessary:

II. Communications

A. Notification

After consulting with senior management, when warranted or required by judicial action, applicable law, regulation, or like jurisdictional requirement, iCIMS shall use reasonable efforts to provide notice to Personnel and/or affected parties about a Security or Privacy Incident or Data Breach involving the Sensitive and/or Confidential Information of such stakeholders. For example:

      1. Where it has been determined, or the SIRT and senior management reasonably believe, that there has been unauthorized access to or release of unencrypted Subscriber Data;
      2. Where a Security or Privacy Incident has compromised the security, confidentiality or integrity of Confidential Information.

Upon deciding to notify and prior to notifying law enforcement or other governmental authority (if necessary), the SIRT (in consultation with senior leadership), shall use reasonable efforts to provide notice and disclosure to Personnel and/or affected parties within twenty-four (24) hours and, subject to applicable law, regulation, or like jurisdictional requirement prior to notification of law enforcement personnel. Delayed notification may nonetheless occur in instances where it is required mandated or authorized by applicable law, regulation, or court of competent jurisdiction. For example, notification disclosure might be delayed if notice would impede a criminal investigation or if time is required to restore reasonable integrity to iCIMS’s information systems. N

Notification of a Data Breach or Abnormal Activities will occur within twenty-four (24) hours of identification, as noted in the ‘Abnormal Activities Notification’ and ‘Data Breach Notification’ sections above in alignment with regulatory requirements.

If appropriate, the SIRT may:

3. Prepare a general notice and arrange for providing the notice to Personnel and/or affected parties;
4. Prepare a FAQ based on the notice and arrange to have it posted to the iCIMS website after the notice has been sent;
5. Identify a point a contact for Personnel and/or affected parties to contact if further information is sought; and
6. Establish a toll-free number for use by stakeholders.

iCIMS’ objective is to provide notice in a manner designed to ensure that Personnel and/or affected parties can reasonably be expected to receive the disclosure.

The form and content of the of notification may either be by letter (first class mail) or by email sent to an address where Personnel and/or affected parties can reasonably be expected to receive the disclosure or other, similar means.

The notification, in clear and plain language, may contain the following elements:

      1. A description of the Security or Privacy Incident, Privacy Incident or Data Breach that includes as much detail as is appropriate under the circumstances;
      2. The type of information that was impacted (e.g., number of individuals or records concerned) subject to unauthorized access and any foreseeable, likely consequences;
      3. Measures taken by iCIMS to protect the Information of Personnel and/or affected parties from further impact;
      4. A contact name and toll-free number that Personnel and/or affected parties may use to obtain further information;
      5. A reference to the page on the iCIMS website where updates may be obtained;
      6. A reminder to guard against possible identity theft by being vigilant with respect to banking or credit activity for twelve to twenty-four months;
      7. Contact information for national credit reporting agencies;
      8. Other elements as may be required by applicable law or whose inclusion the SIRT may otherwise consider appropriate under the circumstances.

B. Cooperation with External Investigators

If the SIRT considers it appropriate to inform law enforcement authorities or to retain forensic investigators or other external advisors, the following information shall be collected to provide to such authorities or investigators:

1. To the extent known, details of the:

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a. Security or Privacy Incident (date, time, place, duration, etc.);
b. Person(s) under suspicion (name, date of birth, address, occupation/position, employment contracts, etc.);
c. Computer and network log files pertaining to the Security or Privacy Incident(s);
d. “Ownership” details of any Information that is allegedly stolen, altered, or destroyed;
e. The access rights to the computer system involved of the person(s) under investigation;
f. Information obtained from access control systems (e.g., computer logs, CCTV, swipe card systems, attendance logs, etc.); and
g. Any action taken by the IT department in relation to the computer systems concerned, including the date and time.

2. A copy of applicable iCIMS Data Privacy and Security Statement (“Statement”) in force at the time of the incident (if applicable); and

3. Any other documentation or evidence relevant to the internal investigation of the Security or Privacy Incident.

C. Information Sharing and Media Relations

Download patch 174 civilization iv strategy. Security or Privacy Incident-specific information (e.g., dates, accounts, programs, systems) must not be provided to any unknown individuals making such requests by telephone or email. Any release of Security or Privacy Incident-specific information shall only be to individuals previously identified by the SIRT. All requests for information from unknown individuals shall be forwarded to the SIRT. If there is any doubt about whether information can be released, contact the GCO.

Contact with law enforcement authorities shall only be made by the GCO in consultations with the SIRT and senior management.

In the event of a Security or Privacy Incident, where members of the media make inquiries, Personnel are to be made aware that all requests for the release of information, press releases, or media interviews must be submitted to the GCO.

The GCO, in consultation with the SIRT and senior management, shall determine whether it is appropriate to issue a media statement, hold a press briefing, or schedule interviews.

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If Sensitive and/or Confidential Information has been compromised and a significant number of individuals, as identified by the SIRT, are affected and/or suspected of being affected, the GCO, upon consultation with outside counsel and subject to applicable law, shall use reasonable efforts to contact applicable consumer reporting agencies prior to sending notices to the affected Personnel and/or affected parties.

Certain jurisdictions where iCIMS does business, or where iCIMS’s stakeholders reside, mandate different disclosure or notification obligations. Additionally, advice from both inside and outside counsel is required before communication occurs with credit reporting agencies.

D. External Incident Communications

After a Security or Privacy Incident, information may be required to be shared with outside parties, following emergency response procedures as necessary, including:

      • Law enforcement/incident reporting organizations
      • Affected external parties
      • The media
      • Other outside parties

1. iCIMS will seek to ensure its obligations are fulfilled by quickly and professionally taking control of communication early during major events. Accordingly, the SIRT will:

      • Designate a credible, trained, informed spokesperson to address the media;
      • Determine appropriate clearance and approval processes for the media;
      • Ensure the organization is accessible by media so they do not resort to other (less credible) sources for information;
      • Emphasize steps being taken to address the Security or Privacy Incident;
      • Tell the story quickly, openly, and honestly to counter falsehoods, rumors, or undue suspicion.

When publicly disclosing information of a Security or Privacy Incident, the following shall be considered:

      • Was Personal Data compromised?
      • Was Subscriber Data compromised?
      • Were legal and/or contractual obligations invoked by the Security or Privacy Incident?
      • What is the organization’s strategy moving forward?

E. Internal Incident Communications

      1. Where warranted, the SIRT will ensure that open communication is maintained within the organization to ensure relevant parties are informed of facts, reminded of responsibilities, and capable of dismissing rumors and speculation.
      2. Aggregate documentation from post-mortem/follow-up reviews into the Security or Privacy Incident record and create a formal report of the Security or Privacy Incident to share with senior management, as necessary.

III. Follow Up

The Follow-up Phase represents the review of the Security or Privacy Incident to look for “lessons learned” and to determine whether the process that was followed could have been improved in any way. Security or Privacy Events and Security or Privacy Incidents shall be reviewed after identification resolution to determine where response could be improved.

The SIRT will meet to review the Security or Privacy Event or Security or Privacy Incident record created, as necessary, and perform the following:

i) Determine the root cause of the Security or Privacy Incident and what shall be done to ensure that the root cause has been addressed
ii) Create a “lessons learned” document and include it with the Incident Record.
iii) Evaluate the cost and impact of the Security or Privacy Event or Incident to the organization using applicable documents and any other resources.
iv) Determine what could be improved.
v) Communicate these findings to senior management for approval, as necessary, and for implementation of any recommendations made post-review of the Security or Privacy Event or Incident.
vi) Carry out recommendations approved by senior management while ensuring that sufficient time and resources are committed to this activity.
vii) Close the Security or Privacy Event or Incident.

A. Retention and Review of Security or Privacy Incident Record & Documentation

It shall be the responsibility of the SIRT to investigate the Security or Privacy Incident and establish an incident record. The incident record shall be verified during the follow up process to ensure that it documents:

    1. Relevant factual information or evidence;
    2. Consultations with Personnel and external advisors; and
    3. Findings resulting from the collection of factual information or evidence obtained.

The rationale for the creation of an incident record is that law enforcement authorities may be informed of Security or Privacy Incidents or iCIMS may take legal action if individuals causing a Security or Privacy Incident can be identified. The implications of each Security or Privacy Incident are not always discernible at the start of, or even during, the course of a Security or Privacy Incident. Accordingly, it is important that information is documented, and associated information system events are logged.

The incident record may be in written or electronic form. If it is maintained in an electronic form, appropriate protections must be applied to guard against the alteration or deletion of the incident record.

The information to be reported will vary according to the specific circumstances and availability of the information, but may include:

    1. Dates and times when incident-related events occurred;
    2. Dates and times when incident-related events were discovered;
    3. Dates and times of incident-related conference calls;
    4. A description of the Security or Privacy Incident, including the systems, programs, networks or types of Information that may have been compromised;
    5. Root cause(s) of the Security or Privacy Incident(s), if known, and how they have been addressed;
    6. An estimate of the amount of time spent by Personnel working to remediate incident-related tasks;
    7. The amount of time spent by Third Parties working on incident-related tasks, including advice from outside counsel;
    8. The names and contact information of all individuals providing information in connection with the investigation;
    9. Measures taken to prevent future Security or Privacy Incidents, taking into consideration root causes, along with any remediation costs incurred by iCIMS; and
    10. If applicable, the date and time of law enforcement involvement.

All Personnel have an affirmative obligation to use reasonable efforts to respond to all inquiries for information and cooperate in all investigations. Obstruction of Security or Privacy Event and Security or Privacy Incident investigations may lead to disciplinary actions, up to and including termination.

Postinciting

Review of the incident record and documentation shall include the following:

1. Review tracked documents of the Security or Privacy Incident to evaluate the following:

    • The causes of the nonconformity;
    • Whether similar nonconformities exist or could potentially occur;
    • The effectiveness of the corrective action taken; and
    • The effectiveness of the Incident Response process.

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2. Learn from Security or Privacy Incidents and improve the response process. Security or Privacy Incidents must be recorded, and a post incident review conducted. Identify the impact of Security or Privacy Incidents and outline pain points for future security investments. The following details must be retained:

    • Types of Security or Privacy Incidents
    • Volumes of Security or Privacy Incidents and malfunctions
    • Costs incurred during the Security or Privacy Incidents, where possible.

Postinciting Incident Update Map

B. Retention and Review of Data Breaches Record& Documentation

It shall be the responsibility of the iCIMS Privacy, under SIRT oversight, to notify impacted parties about a Data Breach and to establish a record of the Data Breach with sufficient information to provide a report for regulatory and/or forensic purposes. The Data Breach record shall be verified during the follow up process to ensure that it documents:

    • A description of the Security or Privacy Incident and/or Privacy Incident;
    • The time period;
    • The consequences of the Security or Privacy Incident;
    • The name of the reporter;
    • To whom the Security or Privacy Incident was reported;
    • The steps taken to resolve the Security or Privacy Incident (including the person in charge and the data recovered); and
    • The fact that the Security or Privacy Incident resulted in unavailability, loss, disclosure, or alternation of Personal Data and/or PII.

C. Periodic Evaluation of the Program

The processes surrounding incident response shall be periodically reviewed and evaluated for effectiveness. This also involves appropriate training of resources expected to respond to Security or Privacy Events and Incidents, as well as the training of the general population regarding the organization’s expectation of them, relative to security responsibilities.

Security or Privacy Events and Incidents shall be recorded for tracking, analysis, and reporting purposes. The following metrics shall be considered to assess the overall Security or Privacy Incident management program:

    • Overall reduction in time spent responding to Security or Privacy Incidents.
    • Reduction of impact of certain Security or Privacy Incidents.
    • Overall reduction of the occurrence of Security or Privacy Incidents.
    • Mean time to analysis (MttA)
    • Mean time to resolution (MttR)

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Incident Response Procedures 08OCTOBER2020