Top 5 IT Process Automation Challenges in the Insurance Industry

Top 5 IT Process Automation Challenges in the Insurance IndustryThese days businesses in every field are struggling to stay abreast of all the rapid changes to technology, but given its fast-paced, highly-competitive nature, perhaps no industry is feeling the crunch more than insurance. Along with the widespread adoption of IT process automation has also come a number of unique challenges which savvy young forward-thinking IT professionals must find a way to overcome if they are to emerge successful in the long run. Here are 5 such challenges and how they can be met.

1. Bridging the gap between IT and operations.

In order for the benefits of IT process automation to be fully maximized, there cannot be a disconnect between the IT department and those in other areas of the business. Everyone must come together and work toward a shared goal of leveraging automation technology to improve business functions across the board.

2. Automated silos.

Another problem standing in the way of major progress for the insurance industry is that of automation being utilized as individual silos. While it’s true that technology has made it possible to streamline almost every function of business operations, the only way to truly benefit is when this is accomplished as part of an IT process automation strategy that encompasses all functions as part of a whole, rather than each on its own.

3. Integrating third party solutions.

Most insurance companies rely on the IT automation solutions provided by third party vendors, but many of these products still lack in the way of ability to integrate with existing systems. This results in a disjointed effort that can never fully achieve its potential. To overcome this, insurance firms must look for solutions that fully support seamless integration with legacy systems.

4. Data standardization.

With so much information available for the taking, many insurance providers are finding it difficult to narrow down what data they need so they can put it to use. Furthermore, because many insurance companies are still working with multiple systems and programs, having to mine for data in several location is causing time-consuming repetition. The solution is data standardization through fully integrated systems which will allow more seamless and effective use of IT process automation.

5. Scalability.

Last, but certainly not least, is the issue of scalability, or finding an IT process automation solution that can be adjusted to fit with insurance companies of any size. Adopting too limited a tool can lead to lack of functionality, frustration and eventually burnout. Taking on a system that’s much more complex than is needed can be equally as burdensome. The key is to choose a product that has all the features needed and can be scaled up or down based on changing needs and increasing demands.

Is your insurance company struggling with one or more of these common challenges? The answer to your problems is much easier than you may think. In fact, with the right solution, you can implement an IT process automation strategy that is efficient, effective and completely scalable to fit your growing needs. More importantly, with the right automation tool, you can position your firm at the head of the pack for years to come.

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Is Your Cyber Security Incident Response Plan Really Up to Par?

Is Your Cyber Security Incident Response Plan Really Up to Par?Unfortunately, today’s IT professionals know all too well that we live in a “when, not if” world of cyber-security threats. With attacks becoming more and more sophisticated, complex and effective, and the ongoing, relentless persistence of would-be hackers, no organization is safe from becoming a potential target. If you haven’t assessed the status of your cyber security incident response strategy lately, chances are you are more vulnerable than you may think.

Application and Software Security

Like it or not, every single piece of software out there has some type of vulnerability. What’s more, many of these potential risk factors have never even been tested. It’s only a matter of time before these dangers are discovered and exploited by cyber-criminals. So what can you do? Simple. Take a defensive stance and a proactive approach using automation as your foundation for security. That way as soon as an incident occurs, it can be automatically and instantly addressed.

Data Enrichment Capabilities

When a cyber-attack occurs, there’s plenty of information that will inevitably be generated about the incident. To truly protect against these damages, IT personnel need much more than just basic incident data. They must also collect and analyze relevant information about the context of the incident, as well as its legitimacy and severity. By leveraging automation as part of a comprehensive cyber security incident response strategy, valuable data can be correlated from multiple systems and instantly evaluated, categorized and prioritized.

Saving Time and Money

Most experienced IT pros will tell you that they spend the majority of their time not addressing the overall big-picture of cyber-attacks, but rather putting out fires and managing internal issues. Not only is this extremely time consuming, but it’s also a waste of valuable money. Incorporating automation into the cyber security incident response strategy reduces IT department workload by eliminating the need for personnel to respond to weaknesses manually.

Furthermore, response times are dramatically decreased, as are the costs associated with securing systems and networks while simultaneously enabling more scalable, effective incident responses. It also helps to streamline compliance efforts.

Staying a Step Ahead

The best way to thwart would-be cyber-attacks is to prepare for them ahead of time. With the right automation tool, part of an organization’s cyber security incident response plan can include the identification and development of “what if” scenarios and the subsequent cultivation of IT security best practices and pre-defined remediation procedures. By planning ahead, your company will be much better positioned to ward off attacks and minimize any damages suffered as a result of successful infiltrations. Essentially, automation allows you to fight fire with fire, drastically decreasing the potential risks associated with cyber security incidents.

If you haven’t conducted an audit of your cyber security incident response strategy any time recently, chances are you are ripe to become a target in the near future. Protect your business, your sensitive data and your precious reputation by investing in a solid incident response plan that has automation as its foundation.

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Self-Service Automation – Myths vs. Reality

Self-Service Automation – Myths vs. RealityYou may have heard of self-service automation, but you might be surprised at how often you’ve personally encountered it in your day to day life. In fact, if you’ve ever used an ATM to withdraw cash, rung up your groceries at the self-checkout line of your local supermarket, or ordered takeout online, you’ve experienced self-service automation up close and personal.

From a business perspective – especially in terms of IT – self-service automation can dramatically increase efficiency and improve productivity levels across the board. Yet, despite these benefits, many organizations are still somewhat hesitant about embracing it for themselves. Much of this is due to many common myths that are still being perpetuated. Let’s take a look at a few of these misconceptions and the real truth behind them.

Myth: Self-service automation is too expensive.

Truth: While any automation tool requires some type of investment and ongoing upkeep, the costs associated with implementing self-service automation are well offset by the savings it affords. To determine the ROI of self-service, consider how much money your company is paying for IT personnel to do routine manual tasks, such as password resets. Shifting that process to the end-user is much more cost-effective.

Myth: Self-service automation will replace human workers.

Truth: While moving to a more self-sufficient model certainly does change the duties and roles of IT personnel, it doesn’t necessarily negate the need for human intervention. To the contrary, automation tools that allow the end-user to handle manual tasks frees up talented IT workers to be able to increase their education and apply their skills to more important business matters.

Myth: Self-service automation removes all control from IT.

Truth: Not every self-service policy is fully automated. In fact, if preferred, the process can be set up to incorporate human input as desired. For instance, certain requests can be submitted by the end-user, which can either trigger a partially automated workflow or be escalated for remote approval via SMS, email or phone. This semi-automated approach still increases efficiency without giving up control.

Myth: Implementing self-service automation is complicated and cumbersome.

Truth: One of the biggest hurdles many IT managers must overcome when it comes to adopting self-service automation is the misconception that it’s a pain to implement. To the contrary, with the right tool, the process can be quick and painless. In fact, many companies are pleasantly surprised to learn that their automation project can be up and running in just minutes.

Have you fallen victim to one or more of these myths about self-service automation? Now that you know the truth, the time to start leveraging this powerful tool for your business is today.

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Selling the Benefits of IT Process Automation to Your CEO

Selling the Benefits of IT Process Automation to Your CEOAs most IT professionals are painfully aware, convincing the powers-that-be to invest in any type of technological tool can be challenging. IT process automation is no exception. Yet, adoption of ITPA has been proven time and again to provide significant and substantial benefits to businesses at the enterprise level. If you’re already on board with automation but could use a little help selling the concept to key decision makers at your organization, here are a few pointers to get you started.

First and foremost, you cannot effectively get your CEO and other executives on board with IT process automation until you’ve made sure they understand precisely what the benefits are to doing so. Ideally, a pitch to these high-level individuals should break down each specific area where ITPA can potentially make an impact and, more importantly, exactly how. Some of these areas include:

SLA Management

The IT department’s ability to consistently meet service level agreements has a direct impact on the overall performance of the organization as a whole. It should be pointed out how IT process automation can help busy IT personnel not only meet these demands, but actually exceed them on a consistent basis.

Optimization of Resources

The allocation of workload, particularly in IT, should be handled with the goal of maximizing efficiency and productivity levels. Want to convince your C-level execs that ITPA is a wise investment? Show them how much money they’re paying highly-skilled workers to do mundane, repetitive tasks, such as password resets. Now show them the ROI of transitioning these tasks to an automation tool and watch the light bulb go on.

Reduction in Incidents

How much would a potential system outage cost your business? Without the right tools in place, the chances of such an event occurring – along with the subsequent damages – are much higher than your CEO and other executives are probably aware. IT process automation can help augment existing systems and make this entire process much more effective from start to finish, thereby reducing incidents and mitigating damages.

Enhanced Security

Surely those in senior-level positions at your organization have seen or heard about the many cyber-security breaches that have been in the news over the past few years. It’s important to drive home the reality to decision makers that no organization is safe from these types of attacks. IT process automation can provide the extra level of protection necessary to proactively identify threats and guard against potential security breaches.

Ultimately, what it will likely come down to is calculating the true, quantifiable benefits of ITPA – i.e. the actual dollars and cents that can be saved. Doing this involves a very basic formula. Simply identify the time spent on a given task that could otherwise be automated. Then multiply that number by the frequency with which that task is currently being performed manually, the costs associated with each of those man hours and the number of months in a year (12).

Time Spent on Task x Frequency/Month x Cost/Hour x 12 months = Yearly ROI of ITPA

There’s no question that automation is the perfect tool to improve business operations at every level, but convincing those who control the purse strings isn’t always easy. Planning ahead and knowing what areas of emphasis (as highlighted above) can help seal the deal and get decision makers on board once and for all.

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Adopting IT Process Automation in 3 Simple Steps

Adopting IT process automation in 3 easy stepsFor IT professionals, implementing a new software solution often means hours, days, weeks, or even months of work – developing, testing, training, monitoring and adjusting until everything is running smoothly. The good news is, when it comes to IT process automation, this doesn’t have to be the case. In fact, provided you choose the right product, you can have your new IT process automation workflows set up and working in just three easy steps. Sound too good to be true? It’s not – we promise! Here’s how it’s done.

Step 1.) Develop Your Idea

The first step in successfully implementing IT process automation is to determine the specific pain points that your organization is facing. What is it that is slowing your valuable personnel down and keeping them from being able to focus on more important business issues? Create a list of these things and describe each one in as much detail as possible. This is what you will use as your foundation or road map to begin to develop a customized solution.

Step 2.) Analyze and Process

Next, you will need to determine exactly what the current procedures are, how the pain points or repetitive tasks you’ve identified are presently being handled, who handles what, what actions are being taken, and how long it takes to perform each step / task. This will help you to prioritize your list of needs to determine which areas should be tackled first.

Step 3.) Implement

The last step in successfully adopting IT process automation involves designing, implementing and testing quick automation steps. For best results, this process should involve:

  • Defining the specific desired outcome of each workflow you develop
  • Determining whether it will be scheduled or triggered by a certain event or occurrence
  • Deciding whether the entire process should be automated or whether you would like manual intervention at some points during the process (and if so, what those points are)

It is recommended that you use a flowchart to draw out the workflow process using the information from the analysis you’ve already conducted. Use the flow chart to list the main activities of the procedure, the expected results of each activity and the required resources if any. Add information about which workflow activities you intend to use in the listed section of the workflow.

Once your flowchart is complete, you can then use the information it contains and the process order it’s been placed in to create your actual workflow using your IT process automation software. As you are implementing your workflow, be sure to test it by using the various triggers or programmed schedule rules. You want to make sure that the desired results you’ve defined previously are being achieved and that these results are both accurate and consistent.

It is also recommended that you use a short pilot period for every new workflow. Test it on a small group of servers or involve only few users before executing it on a large scale. Once you’ve determined that the workflows you’ve created are functioning exactly as they should, you are now ready to officially roll them out and start automating all of those time-consuming and repetitive tasks, improving the productivity and efficiency of your organization.

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IT Process Automation Survival Guide




The Effect of IT Process Automation on Hiring Growth Rate in the IT Sector

The Effect of IT Process Automation on Hiring Growth Rate in the IT SectorCurious to know what kind of impact IT process automation is having on the IT sector as a whole? A recent report specifically studied 5 of the biggest IT companies in the world (TCS, Infosys, Wipro, HCL and Cognizant) to determine precisely how automation is being leveraged to improve productivity, cut costs and subsequently increase revenue year over year. Here’s what the report found.

Hiring Rates Fell

One of the most noteworthy outcomes uncovered by the report was the significant drop in new employee acquisition. This drop in net additions was led by Cognizant Technologies, who saw an incredible decrease in new employee hires of 74.6% between 2014 and 2015. HCL was close behind with a drop by 71% year over year. Collectively, the companies added 24% fewer employees in 2015 thanks to their more widespread adoption of IT process automation.

Efficiency Levels Rose

Despite the dwindling number of new hires, the five IT companies surveyed demonstrated a marked increase in overall operational efficiency. How can that be when there were fewer employees to complete the work? Simple. Manual tasks and even complex workflows are being shifted from human workers to IT process automation tools, eliminating the need for increased personnel numbers. Those who remain are able to focus their efforts on more business-critical tasks, such as improving service levels and achieving greater growth numbers.

Revenue Grew

Thanks to IT process automation, the subsequent boost in efficiency and productivity levels, and the need for fewer human workers, the five organizations listed in the report realized a combined increase in revenue of 9.8%. Essentially, automation has provided the opportunity to streamline operations and maximize output without having to increase the workforce. As a result, each company saw a nice boost to their bottom line.

Conclusion

What do all these highly respected IT companies have in common? More importantly, how have they been able to achieve such significant improvements in every important area and remain as competitive as ever, regardless of the economic state? Simple. Each one of them has made automation a priority. As a result, they will continue to achieve increasing success over time. In fact, as the report indicates, the benefits of IT process automation are projected to continue in this direction for several years to come.

Curious about how your IT department or company could achieve similar results?

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IT Process Automation Survival Guide




Robotic Process Automation for Small Business

We often talk about the role of robotic process automation at the enterprise level, but the truth is, this advanced technology can be just as highly effective when leveraged by smaller operations. If you own a small business and could benefit from increased efficiency, maximum productivity and monetary savings, RPA might be just the solution you’re looking for. Here’s why.

Robotic Process Automation for Small Business

When it comes to running a small business, the ultimate goal is to keep operations as lean as possible. Fewer employees means more sharing of the workload, which can be cumbersome and counteractive to productivity. When robotic process automation is leveraged, many tasks that are mundane and repetitive but necessary to the success of the business can be transitioned over from human workers to automation.

In a natural progression of events, when a small business is able to shift a good deal of tasks over to technology, not only is the work completed at a faster rate, but human error is removed from the equation. These things alone can produce a significant amount of savings – something all small businesses are chasing after. Furthermore, when robotic process automation is used even on a smaller scale, the human intelligence of your employees can be focused on more important things.

Another key area that RPA can benefit small businesses is in its scalability. Operating on a lean budget with limited staff can make it next to impossible to handle changes such as market fluctuations on the fly. A significant and sudden increase in demand from a customer can put a huge strain on existing personnel and might result in the loss of business when hiring additional temporary help isn’t feasible. With robotic process automation, the business can scale up or down at the click of a button.

From an external standpoint, the increased efficiency and productivity RPA affords can dramatically improve service levels. Customers will know that they can count on your company to deliver on demand and exceed their expectations. This provides a significant competitive advantage over other similar businesses in your field, demonstrating that you can serve your customers better, faster and more accurately. RPA can even help smaller operations compete with bigger organizations, something previously unattainable.

What would your small business do if it had access to an entire team of grunt workers who were ready to jump in and produce at a moment’s notice? With robotic process automation, this isn’t just a fantasy – it’s completely achievable and at a fraction of the cost associated with hiring human workers. In fact, RPA is the ideal tool to help you optimize your resources for the ongoing success of your business.

Curious about how RPA can help your small business operate better? Try our product for free for 30 days and see for yourself! You won’t be disappointed.





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4 Reasons Cyber Security Incident Response Should Be Your Highest IT Priority

4 Reasons Cyber Security Incident Response Should Be Your Highest IT PriorityAs we plow full-speed-ahead into 2016, chances are you’re already working toward achieving many of the business goals you set forth for the coming months. Is cyber security incident response one of those priorities? If not, your organization is and will continue to be at a significant risk of becoming the next victim of an online security breach. The good news is, it’s never too late to start. If you haven’t yet developed a solid incident management strategy, here are a few reasons you should start doing so today.

Increase in Frequency of Attacks – The one thing successful cyber criminals have in common is their persistence to get their hands on whatever information they’re after. These days, attacks are coming in at an alarming rate, and are only projected to continue to increase in frequency. Unless you have an army of highly-skilled IT professionals available 24/7/365, you’re not adequately prepared. Leveraging automation, on the other hand, will help your cyber security incident response plan keep up with the sheer number of threats.

More Sophisticated Attacks – Cyber criminals are leveraging automation and other emerging technologies to make their attacks more effective. To counteract this, your cyber security incident response should be designed to match the advanced threats and fight fire with fire. Without automation, this isn’t possible.

More Widespread and Diverse Attacks – In simplest of terms, no business is safe from a potential cyber-attack. In fact, many are surprised to learn that in 2015 alone, some 90% of organizations experienced some type of online attack. It’s also important to point out that while certain industries are more prone to becoming targets, such as health care, businesses in every field are at risk and will continue to be without adequate cyber security incident response strategies in place.

Continued Lack of Preparedness – Another surprising fact is that 40% of enterprises surveyed recently are still not adequately prepared to ward off a cyber-attack. Others are only partially prepared against some forms of attack, such as viruses, but still lack the tools and strategies to properly defend themselves against other types of breaches.

If you aren’t completely confident that your organization is prepared to ward off potentially devastating cyber-security incidents and mitigate the resulting damages, the time to take action is now. Some best practices to help you get off on the right foot include:

  • Identify and assess all areas of potential risk
  • Leverage the available tools and technology (automation) to fortify your cyber security incident response plan
  • Take a proactive approach rather than reactive to help mitigate damages

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Approaching IT Process Automation from an Evolutionary Standpoint

Approaching IT Process Automation from an Evolutionary StandpointIn today’s dynamic and highly-competitive digital world, only those organizations that manage to achieve optimum agility will survive. In order to remain profitable, businesses must find a way to consistently meet the changing market expectations and increasing demands that are being placed on them from every angle. From a technology standpoint, a company’s IT department must be optimized to be able to deliver the services needed in the most efficient and cost-effective manner possible. With IT process automation, this is completely achievable, provided it’s applied using an evolutionary approach.

Back to Basics

If you think about it, when it comes to the enterprise IT environment, achieving a state of complete standardization still seems like a distant fantasy. For this reason, it is difficult for many organizations to adopt and embrace automation technology – a concept that is, for all intents and purposes, still futuristic and foreign to many. Doing so without first establishing a solid foundation based on basic fundamentals will inevitably result in frustration and often-times complete and utter failure.

To avoid this, a successful IT process automation strategy should be built upon three essential cornerstones:

It is Gradual and Grounded in Reality – Expecting to simply “set and forget” automation is a lesson in futility, as is expecting ITPA to instantly solve all of your organization’s problems. For an automation strategy to work, it must be done gradually and measured against realistic expectations. Can ITPA dramatically improve operational efficiency? Absolutely. But probably not overnight. These things take time and consistent effort.

It is Aligned with Business Goals – One of the biggest reasons automation projects fail is because they are implemented with the lofty intention of “automating everything.” In reality, IT process automation should be approached in an organized manner and as a solution to the specific needs of your organization. The areas of greatest need should be identified and automation applied on a step-by-step basis in order of importance and in direct alignment with your company’s overall goals and objectives.

It Features Multiple Layers – For IT process automation to truly benefit your organization, it must operate beneath the surface and be present on several layers. This includes automation on the machine, platform and application levels. Within the ITPA system, the strategy should involve all facets, from preventative actions to self-remediation. For instance, rather than just automating routine IT tasks, the technology should be leveraged to its fullest potential, including incident management, complex workflows and closed-loop processes.

Shifting to an Evolutionary Approach

The best way to achieve success with automation through an evolutionary approach is to implement the technology in several waves. Start by identifying key business initiatives and determining how automation can help. Smaller tasks can be automated first to gain confidence and develop best practices before then rolling out the technology to bigger, more complex tasks and workflows. Ongoing analysis of results and audits should be conducted to ensure continued alignment and support of business goals before additional ITPA projects are tackled. The thing to remember is that it’s a work in progress – a marathon, not a sprint.

Organizations today are finding it increasingly challenging to remain competitive. Achieving maximum agility, productivity and efficiency are all required in order to sustain profitability. The right IT process automation tool, approached from an evolutionary standpoint, can provide the outcomes necessary to consistently meet and exceed goals and expectations.

Are you leveraging ITPA for its optimum benefits? Not sure where to begin? Take a look at these top 10 automated tasks and then give it a try for yourself for 30 days. Click here to download.




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Cyber Security Incident Response? 4 Steps to Success…

Cyber security incident response: 4 steps to successIt never hurts to go back to basics. Recently, we were surprised at the confusion of some organizations about the process of cyber security incident response, so we thought – why not to put a quick incident management primer down on paper?

For successful incident management, first you need a process – repeatable sequence of steps and procedures. Such a process may include four broad categories of steps: detection, diagnosis, repair, and recovery.

1 – Detection

Identification Problem identification can be handled using different tools. For instance, infrastructure monitoring tools help identify specific resource utilization issues, such as disk space, memory, CPU, etc.  End user experience tools can mimic user behavior and identify users’ POV problems such as response time and service availability. Last but not least, domain-specific tools enable detecting problems within specific environments or applications, such as a database or an ERP system.

On the other hand, users can help you detect unknown problems that are not reported by infrastructure or user behavior monitoring tools. The drawback with problem detection by users is that it usually happens late (the problem is already there), moreover the symptoms reported may lead you to point to the wrong direction.

So which method should you use? Depending on your environment, the usage of the combination of multiple methods and tools would be the best solution. Unfortunately, no single tool will enable detecting all problems.

Logging events will allow you to trace them at any point to improve your process. Properly logged incidents will help you investigate past trends and identify problems (repeating incidents from the same kind), as well as to investigate ownership taking and responsibility.

Classification of events lets you categorize data for reporting and analysis purposes, so you know whether an event relates to hardware, software, service, etc. It is recommended to have no more than 5 levels of classification; otherwise it can get very confusing. You can start the top level with something like Hardware / Software / Service, or Problem / Service request.

Prioritization lets you determine the order in which the events should be handled and how to assign your resources. Prioritization of events requires a longer discussion, but be aware that you need to consider impact, urgency, and risk. Consider the impact as critical when a large group of users are unable to use a specific service. Consider the urgency as high when the impacted service is of critical nature and any downtime is affecting the business itself.

The third factor, the risk, should be considered when the incident has not yet occurred, but has a high potential to happen, for example, a scenario in which the data center’s temperature is quickly rising due to an air conditioning malfunction. The result of a crashing data center is countless services going down, so in this case the risk is enormous, and the cyber security incident response should be handled at the highest priority.

2 – Diagnosis

Diagnosis is where you figure out the source of the problem and how it can be fixed. This stage includes investigation and escalation.

Investigation is probably one of the most difficult parts of the process. In fact, some argue that when resolving IT problems, 80% of the time is spent on root cause analysis vs. 20% that is spent on problem fixing. With more straightforward problems, Runbook procedures may be very helpful to accelerate an investigation, as they outline troubleshooting steps in a methodical way.

Runbook tip: The most crucial part of the runbook is the troubleshooting steps. They should be written by an expert, and be detailed enough so every team member can follow them quickly. Write all your runbooks using the same format, and insist on using the same terms in all of them. New team members who are not familiar yet with every system will be able to navigate through the troubleshooting steps much more easily.

Following the runbook can be very time consuming and lengthen the recovery time immensely. Instead, consider automating the diagnostic steps by using run book automation software. If you build the flow cleverly and weigh in all the steps that lead to a conclusion, automating the diagnostics process will give you quick answers, and help you decide what your next step is.

Escalation procedures are needed in cases when the incident needs to be resolved by a higher support level.

3 – Repair

The repair step, well… it fixes the problem. This may sometimes involve a gradual process, where a temporary fix or workaround is implemented primarily to bring back a service quickly.  Cyber security incident response may involve anything from a service restart, a hardware replacement, or even a complex software code change. Note that successful cyber security incident response does not mean that the issue won’t recur, but more on that issue in the next step.

 In this case too, straightforward repairs such as a service restart ,a disk cleanup and others can be automated.

4 – Recovery

The recovery phase involves two parts: closure and prevention.

Closure means handling any notifications previously sent to users about the problem or escalation alerts, where you are now notified about the problem resolution. Moreover closure also entails the final closure of the problems in your logging system.

Prevention relates to the activities you take, if possible, to prevent a single incident from occurring again in the future and therefore becoming a problem. Implement two important tools to help you in this task:

RCA process (Root Cause Analysis) The purpose of the RCA process is to investigate what was the root cause that led to the service downtime. It is important to mention that the RCA process should be performed by the service owners, who are not necessarily the ones who solved the specific incident. This is an additional reason why incident logging is so important – the information in the ticket is crucial for this investigation process.

And finally, Incident reports – while this report will not prevent the problem from occurring again, it will allow you to continually learn and improve your cyber security incident response process.


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