-
T T
A S
t a n
d a
r d
: 2007 12 26
TTAS.KO-10.0255
(Guideline for Incident Management
of Information System)
-
: 2007 12 26
TTAS.KO-10.0255
(Guideline for Incident Management
of Information System)
TTA ,
.
Copyright Telecommunications Technology Associations(2007). All
Rights Reserved.
-
TTAS.KO-10.0255- iii -
1.
, ,
.
,
.
2.
, .
,
.
.
3.
,
.
4. ( )
4.1 ( )
4.2
5. ( )
5.1 ( )
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TTAS.KO-10.0255- iv -
5.2 ( )
6.
2007 11
7.
7.1
7.2 ( )
8.
1 2007 12
-
TTAS.KO-10.0255- v -
Preface
1. The Purpose of Standard
This guideline provided technical and manageable issues for
incident
management, and explained procedure and methodology for
incident
management of information systems. As providing forms and
examples for
incident management, system operator can understand incident and
problem
management more easily.
2. The summary of contents
When someone operate information system. it always occurs
incident and
problem. this guideline defines concept of incident and problem.
and each
situation, it explains method and process for resolution. also
this guideline
explains emergency planning and execution of incident and
problem.
3. Applicable fields of industry and its effect
Information system operator can use this guideline, and they use
this to
establish incident and problem management process and
procedure.
4. Reference Standards(Recommendations)
4.1 International Standards(Recommendations)
None
4.2 Domestic Standards
None
5. Relationship to Reference Standards(Recommendations)
5.1 The relationship of Reference Standards(recommendations)
N/A
-
TTAS.KO-10.0255- vi -
5.2 Differences between Reference Standard(recommendation) and
this
standard
N/A
6. The Statement of Intellectual Property Rights
N/A
7. The Statement of Conformance Testing and Certification
N/A
8. The History of Standard
Edition Issued date Contents
The 1st edition Dec. 2007 Established
-
TTAS.KO-10.0255- iii -
1. 1
2. 2
3. 3
3.1 3
3.2 17
3.3 19
4. 29
4.1 29
4.2 34
5. 36
5.1 38
5.2 45
6. 52
6.1 53
6.2 56
7. 60
7.1 60
7.2 66
. 69
. 77
. 80
. 88
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TTAS.KO-10.0255- iv -
Contents
1. Introduction 1
2. Constitution and Scope 2
3. Incident of Information System 3
3.1 Overview 3
3.2 Definition 17
3.3 Cause and Type of Incident 19
4. Incident Management System 29
4.1 Organization System 29
4.2 Incident Management Process 34
5. Incident Management Sub-process 36
5.1 Incident Management Sub-process 38
5.2 Problem Management Sub-process 45
6. Contingency Plan for Incident Management 52
6.1 Organization 53
6.2 Process 56
7. Trial Training and Organization Learning 60
7.1 Trial Training 60
7.2 Organization Learning 66
Appendix . Guideline for Incident Management Training 69
Appendix . Incident Management Process for System Resource
77
Appendix . Scenario for Incident Management 80
Appendix . Incident Management Forms 88
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TTAS.KO-10.0255- 1 -
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TTAS.KO-10.0255- 4 -
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-
TTAS.KO-10.0255- 5 -
(ITSMF: IT Service Management Forum) ,
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-
TTAS.KO-10.0255- 6 -
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TTAS.KO-10.0255- 7 -
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ISO ISO 13335 MICTS(Management of
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-
TTAS.KO-10.0255- 8 -
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-
TTAS.KO-10.0255- 9 -
(2) , (3) , (4) , 4
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-
TTAS.KO-10.0255- 10 -
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TTAS.KO-10.0255- 13 -
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TTAS.KO-10.0255- 16 -
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TTAS.KO-10.0255- 17 -
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-
TTAS.KO-10.0255- 18 -
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TTAS.KO-10.0255- 35 -
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TTAS.KO-10.0255- 36 -
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-
TTAS.KO-10.0255- 37 -
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TTAS.KO-10.0255- 38 -
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TTAS.KO-10.0255- 46 -
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TTAS.KO-10.0255- 52 -
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TTAS.KO-10.0255- 53 -
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TTAS.KO-10.0255- 54 -
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TTAS.KO-10.0255- 55 -
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TTAS.KO-10.0255- 56 -
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OGC(Office of Government Commerce) ITIL 2(IT
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: TTAS.KO-10.0255
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(Tel, E-mail)
TTA
TTA
02-2131-0446
[email protected]
IT 02-2131-0446
[email protected]
031-724-0080
[email protected]
031-724-0326
[email protected]
-
(Guideline for Incident Management
of Information System)
:
:
463-824, 267-2
Tel : 031-724-0114, Fax : 031-724-0019
: 2007. 12
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