Incident Management Plan for ABC Accounting Services - IT Computer Science Assignment Help

Assignment Task

Assignment
· Word limit 50 words
· Keep answers brief
· Attach screenshots where required.

Scenario
ABC is a privately-owned company. Their business is to provide accounting services to small and medium sized business, such as book keeping and tax returns.
They have following staff in the head office in Sydney:

1. Three Accountants
2. A director
3. A receptionist
4. A customer support person
5. An IT administrator

They have one Branch Office in Brisbane, where they have only one accountant.

In Brisbane they have 30 customers, and in Sydney they have over 150 customers.

They have following computing resources for their Staff.
1. Dell Inspiron 8 GB, i5 dual core processor Laptops.
2. Windows 10 Operating System
3. Office 365 and One Drive for all the staff

They have a business Internet solution from Telstra. Which provides them with NBN Internet in both Head Office and Branch Office. They also have a VPN connection between Head Office and Branch Office. They have Cisco IP based telephones and VOIP solution from Telstra.

Their customer support person uses a 1300 number for incoming and outgoing customer communication.
ABC uses QuickBooks for the purpose of managing accounts for their customers. This is a cloud-based software. They access it from anywhere. Some of the staff works from home sometime.

They have a server in the head office, where they have a shared folder. This folder is accessed by the staff using the VPN. The server is running on an HP ProLiant machine with Windows 2012 R2. The size of shared folder is over 10 GB. It holds all client related data.

There is a backup server, completing the backup of the shared folder every day. It is Windows Server 2016 backup software. The policy is to have a full back up every fifth Sunday. Then there is an incremental backup every day. The backup tapes are rotated to the home of the Director of company every fifth Saturday before a new full backup is taken. These are DDS3 tapes and tape drives.

Moreover, in both head office and branch office, they have a CISCO firewall and a Telstra Router. They also have a wireless access point for local area connection.

It is therefore necessary for the staff to have access to the internet, QuickBooks and the shared folder server to continue their business as usual.

TASKS:
There has been an incident where the Telstra service to the head office was not working. As IT administrator, you have the incident response program. According to the program, you have activated the incident response and operation.
1. The outage happened due to an issue with unplanned outage in Telstra’s exchange. The outage continued for two hours. As a contingency, you have purchased an Optus 4G wireless broadband router. You have remotely shifted your services to that router and connected your wireless access point to the Optus router, so the staff was able to continue the work. This was part of your incident response plan.
2. In another incident same day, an accountant mistakenly deleted files of a client. As part of incident response plan, you have recovered the data from the backup.

The objective of assessment is to develop, document and implement an incident management plan. The example scenario is to help students apply the plan and evaluate its applicability around the two incidents mentioned and prepare reports (tasks) accordingly.

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