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Incident Crisis Management Framework
Extract from relevant sections of IT Disaster Recovery Plan
If you believe that a major incident has occurred thataffects the provision of IT services, call the
IT EMT Duty Rota Contactvia the Help Desk 0117 928 7870 (internal 87870)
If out of hours, call 07005 981773.
Disaster Recovery Overview
The IT Disaster Recovery Plan (DR Plan) provides the managementframework for:
i. Command, control and co-ordination of a response to an ITemergency or major disruptive incident affecting IT servicesprovided by Information Services.
ii. Recovery from an emergency or major disruptive incident affectingthe Universitys IT services.
This DR Plan should be activated for Level 2 and 3 IT emergencies only.These are the most serious incidents that can affect the provision of ITservice.
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IT Emergency Management Process
The incident assessment and escalation process should be completed withinone hour of detection.
I T H e lp d e s kS ec u r i t y / U o B
B u s i n e s sC o n t i n u i t y T ea m
I T EM T R o t aEm e r g e n c y
L e v e l 1 , 2o r 3
Em e r g e n c yL e ve l 2 / 3
I n c i d e n tC losed
E m e r g e n c yM a n a g e m e n t
T e a m
N o r m a lI n c i d e n t
R e s o l u t i o n
P r o c e s s
U o B B u s i n e s sC o n t i n u i t y
T eam
N D RI n v o c a t i o n
I n c i d e n t
Em e r g e n c yS e r v i c e s
If appropriate
N O
Y ES
P r o c e e d t o
a g r e e d E M Tl o c a t i o n
I T D R Pl a n
T e c h n i c a lA s s e ss o r / A d d i t i o n a l
S u p p o r t
I n f o r mH e l p d e s k / S e cu r i t y o f
a c t i o n
Y ES
N o r m a lI n c i d e n t
R e s o l u t i o nP r o c e s s
Y ES
NDR Invocation: NDR are third party providers of replacement IT equipmentfor disaster recovery purposes.
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Definition of an IT Emergency Excerpt from plan indicating decision making proces
EmergencyLevel
Scale ofincident
Effect on staff Effect on IT services Effect onpremises
Level 1
Minor impact/
localised effect Inconvenience
Disruption to 1 High orMedium impact service.
Duration < 4 workinghours
Negligible
Level 2 Major / localised
Displacement ofstaff, exclusionfrom building,
injuries
Disruption to 1 High orMedium impact service.
Duration > 4 workinghours
Exclusion frTyndall Avenfor a limited t
Level 3Severe /
widespreadExclusion,fatalities
Disruption to multipleHigh or Medium impactservices. Duration > 4
working hours
Exclusion frTyndall Avenfor a prolong
period
Based on the information available to me, I determined that the incident IS / IS NOT* an IT Emabove.
Date:* Time:* Name:* Signat
Initial actions where the incident IS NOT an IT emergency:
Transfer control back to the IT Service Manager.
Complete Debrief as appropriate.
Close the IT Disaster Recovery Plan.
Initial actions where the incident IS an IT emergency: Select the members of the IT Emergency Management.
Instruct selected personnel to convene as the IT Emergency Management Team at an approp
Follow the process in this IT Disaster Recovery Plan.
Note: Fields marked with * require mandatory completion.
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Service Emergencies Recovery Priorities
In Hours
IT ServiceService Impact
Category
Network Services High
Email High
Web Services for internal users High
Registration Data Hub & ContactDirectory
High
Finance High
Library Systems High
Student Records High
Calendar High
On Line Learning Medium
Web services for external users Medium
University Card Services Medium
File and Print Medium
Personnel Medium
Research and Admin Low
Computer rooms Low
Helpdesk Low
Estate Low
Out of Hours
IT ServiceService Impact
Category
Network Services High
Email High
Calendar High
Registration, DataHub, & ContactDirectory
High
Library Systems High
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Blackboard High
Web Services for internal users High
Web services for external users High
File and Print MediumFinance Medium
Personnel Medium
Student Records Medium
System Status Online information sources
IT Services Status: http://www.bris.ac.uk/is/news/status Information Services news and announcements: http://www.bris.ac.uk/is/news/
ResNet status report:http://www.bristol.ac.uk/is/computing/advice/homeusers/resnet/using/status/ ResNet blog (hosted off-site): http://www.bristolresnet.net/
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http://www.bris.ac.uk/is/news/statushttp://www.bris.ac.uk/is/news/http://www.bristol.ac.uk/is/computing/advice/homeusers/resnet/using/status/http://www.bristolresnet.net/http://www.bristolresnet.net/http://www.bristol.ac.uk/is/computing/advice/homeusers/resnet/using/status/http://www.bris.ac.uk/is/news/http://www.bris.ac.uk/is/news/status