Incident Response Management

 Incident response services provide response to incidents detected or reported on County ITS managed resources.

• What are the features provided by this service?
  • Provision of security system monitoring, log aggregation, and real-time alerting
  • Maintenance and performance the incident response plan to include:
    • Preparation
    • Identification
    • Containment
    • Investigation
    • Eradication
    • Recovery
    • Follow-up
• How do I request or access this service?
  • In the event that an incident is suspected, contact the ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov
• What are the requirements/pre-requisites for this service?
  • ITS management of the systems requiring response.
  • Possible purchase of additional product licenses in the event that new response technologies are required."
• What is the turn around time for service delivery?
  • This is dependent upon the specific requirements and complexity of the request.
• What are the responsibilities of customer?
  • In the event that an entitiy maintains some of their own systems, or has administrative control of systems managed by ITS, ITS requires the business requirements document including the scope of the incident response and on which systems it is xpected.   
  • Designated department contact and project management resource.
  • Possible entity response support if available.
  • Participation in incidnet response meetings related to the entity."
• When is this service available?
  • Incidnet response is included as a part of the administration services provided for entities utilizing ITS hosted and managed resources. Additional requests related to the abuse of information resources, legal issues, or suspected malware must be reported to the service desk.
• What is the usual response time for this service?
  • Incident response to live incidents is performed in real time.
• How do I get help with this service?
  • Contact the ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov
• Who is the support owner for this service?
  • Shawn McClure
• What are the support hours for this service?
  • 24x7
• What is the cost for this service?
  • Costs may be incurred based upon the scope of the implementation and any additonal software required
• Does this service require cost approval?
  • Depending on the amount, approvals could be required by either department administration or the IT Steering Committee.
• What is the cost approval process?
  • Handled by IT Steering Committee and Department Heads.