DS8.3:

DS 8.3 Incident Escalation

Control Objective:

Establish service desk procedures, so incidents that cannot be immediately resolved are appropriately escalated according to limits defined in the SLA and, if appropriate, workarounds are provided. Ensure that incident ownership and life cycle monitoring remain with the service desk for user-based incidents regardless of which IT group is working on resolution activities.

Applicability:

Sarbanes-Oxley

HIPAA

GLBA

PCI

FISMA

NIST SP 800-66

Ditscap

Control Exception

User Defined

Risk Association Control Activities:

1. Risk: Security incidents and incompliance with information security procedures may go overlooked and not addressed.

a. SOX.3.1.1: Management should monitor security incidents and the extent of compliance with information security procedures.

Implementation Guide:

Process Narrative
Insert a description of the process narration that is applicable to the existing control statement this narrative refers to.

Process Illustration
Insert a process diagram, flowchart or other visual representation here to illustrate the process narrative.

File:Someimage.jpg

Control Commentary
Insert a description of the control that is applicable to the existing control statement this commentary refers to.

Control Exception Commentary
Insert a description of the control exception that is applicable to the existing control statement this commentary refers to.

Evidence Archive Location
Insert Evidence Description Here.

Control Status and Auditors Commentary
Describe the condition of the applicable control and its effectiveness. Set the color icon to a redlock.jpg, yellowlock.jpg or greenlock.jpg.

File:Redlock.jpg

Remediation Plan
Insert remediation plan, applicability, or any information that indicates what needs to be done.

Supplemental Information:
ISO 6.3 Responding to security incidents and malfunctions