Steps of an Incident Response Plan

The incident response plan should include a structure of who needs to know about a possible security breach. The front-line responder needs to know who to tell first and what to do next while the responding manager takes charge of communicating with the rest of the employees and marketing communicates with customers, shareholders and the public, as needed.

Front-line managers might need to know about a current investigation or they might not. Most phishing attempts will force the issue, spamming the same illegitimate email message across the entire domain, which will force the need to send a company-wide email. Front-line managers should be concerned with their team(s) and their customers in the following ways:
Manage Teams: Front-line managers should understand the situation well enough to give their team marching orders. For example, should their team members continue working? Should they disconnect from Wi-Fi? Should they be turning off their machines? The front-line manager should have these answers readily available.
Manage Customers: If the incident was a phishing attempt, the entire address book of the user could have been contacted and contact information may be vulnerable. Front-line managers should have a template email in place to send out in case of security events.

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