Service Name
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Incident Response
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| Description |
This service implements the University’s security policies and processes as directed by Security Management. This service responds to security incidents and malfunctions, and ensures the University follows an incident response program with appropriate reporting, discovery, investigation, recovery, and follow-up for information security incidents.
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Service Line
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Security Management
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| Features |
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Provide monitoring and reporting over security event ensuring all recognized events are logged, escalated and reported on.
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Investigate and report on security breaches.
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Provide management and maintenance of certificates.
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Build, test, implement and customize hardware, software and directories used to support security solutions and automated enforcement of University security policies.
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Build, manage and maintain access control lists, grouping assignments, rights assignments and access profiles.
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Provide and maintain protection over viruses and intrusion threats.
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Build, manage and maintain physical security solutions such as badge creation and maintenance, camera surveillance, physical access management to secure areas and physical authentication such as thumb or retina biometrics access.
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Provide protocol management services such as encryption support, VPN access and secured transmission of data and files.
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Provide presence management services such as federated security management and trusted partner support.
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Design, build, implement, test and maintain internet firewalls, internet port access and proxies.
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Plan, design, build, implement, test and maintain standards for application security, security models, application security API interfaces and security validation.
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Work with 3rd party vendors on implementing regular audits and tests for intrusions, vulnerability and security risk exposures.
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Recommend and implement measures to address security risk exposures.
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Provide security patch management services to notify and communication needed patches, validate that patches have been successfully applied, identifies current versus desired patch levels and provides research into available security patches.
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Provide security consulting services to assist with security design over new and changing services.
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| Service Administrator (owner) |
Dexter Caldwell
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| VP Customer |
Vice President for Academic
Affairs and Dean |
| Availability |
- Campus network and systems security is to be operational 24 X 7 X 365.
- Provisions to maintain security must be made as part of planned maintenance and upgrade processes.
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| Support |
- Support is provided 8:30 am - 5:00 pm M-F except for campus holidays and shutdowns.
- Trouble calls to IT Service Center 864-294-3277 or email help.desk@furman.edu
- Emergency support outside normal work hours is routed through Public Safety at 864-294-2111.
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| Initiated |
- Approved work Requests
- Escalated Incidents or Problems from the Service Desk
- approved operational run procedures
- Security incidents, alarms and alerts
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| Charges |
None
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Delivery channels
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- Complete Work Requests
- Security audit reports
- Physical surveillance monitoring
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| Prerequisites |
Adequate power and operating environment.
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| Key Service Targets |
- Incident Resolution Rate.(Incidents resolved within agreed service level/Number of incident occurrences.)
- Community Incident Impact Rate.(Number of incidents with community input/total incidents.)
- Incident Management Process Maturity
- % of incidents resolved within 3 days
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