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Scenario

NEB is a financial management company that specializes in lendingmoney for substantial property investments. They have a large ITdepartment that is currently using the following ITSM processes:

Service Level Management Availability Management IT Service Continuity Management Information Security Management Incident Management Problem Management.

Each of these processes have been implemented within the plannedtarget time and are working effectively and efficiently. Staff haveadapted to the changes in a very positive manner and see thebenefits of using the ITIL framework.

Last Saturday, there was a security breach. A previous member ofstaff, who has left the company and joined a competitor organization,has been able to gain access to several client lending files. Afterinitial investigation, it was found that access was not terminated whenthe staff member left the company ?this has highlighted that thereare insufficient processes in place to ensure access rights areterminated when staff leave the company, change roles etc and thereis ongoing investigation to see how many other previous staff stillhave access to the system.

The business has requested immediate recommendations from the ITManager, as to what can be done to ensure this situation does nothappen again and how best to inform clients, with reference to thesecurity breach.

Refer to the scenario.

Which of the following options is most suitable to deal with thissituation?

A. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. Thisprocess will ensure that access is provided to those whoare authorized to have it and will ensure access isrestricted to those who are not. With regards to informing clients, you recommend thatclients are not told of the situation as you feel it will be toodamaging to the NEB reputation and will result in acatastrophic loss of clientele. You suggest that if clientsare contacted by the competitor organization, theycannotprove that any information has been obtained via NEB filesand (as there is now a plan to implement AccessManagement) NEB can confidently reassure clients thatthere is ample security and access management in placeto ensure this situation could never arise.

B. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. AsAccess Management is the execution of the policies laidout within the Availability and Information SecurityProcesses, the foundations are already laid. This processwill ensure that access is provided to those who areauthorized to have it and will ensure access is restricted tothose who are not. To ensure alignment between theBusiness and IT, there will need to be integration with theHuman Resources department to ensure there areconsistent communications with regards to staff identity,start and end dates etc.With regards to informing clients of the breach, yousuggest that the clients affected by the breach must beinformed ASAP. You recommend a formal letter is sentfrom senior management to reassure clients that thesituation is being taken seriously and what actions aretaking place to ensure this never happens again. You areaware that this could damage the company's reputation,as security is a critical success factor, but feel that thespecific clients must be informed by NEB ASAP, as thereis a high risk they will be approached by the competitororganization.

C. Your first recommendation is to implement the AccessManagement process as soon as possible. This processwill ensure that access is provided to those who areauthorized to have it and will ensure access is restricted tothose who are not. With regards to informing clients of the breach, yousuggest that only the specifically affected clients areinformed of the breach, via a formal letter sent from seniormanagement to reassure clients that the situation is beingtaken seriously. You suggest that the tone and focus ofthe letter should emphasize the following points: There has been a `minor' security breach fault of memberof staff, who's employment has now been terminated No data has been `lost or changed' Sufficient action has been taken to ensure this situationdoes not happen again and NEB would like to assure theirclients that there security and continued confidence is ofthe highest importance.

D. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. Thisprocess will ensure that access is provided to those whoare authorized to have it and will ensure access isrestricted to those who are not.

With regards to informing clients of the breach, yousuggest that all clients need to be informed of the breachand the action being taken to ensure this does not happenagain. You are aware that this could damage thecompany's reputation, but are concerned that if only thespecificallyaffected clients are informed, word will spreadand the entire client base will feel they have beenkept outof the loop on such an important issue and further damageto NEB's reputation will befelt.

Which of the following is NOT an objective of Service Operation?

A. Thorough testing, to ensure that services are designed to meet business needs

B. To deliver and support IT Services

C. To manage the technology used to deliver services

D. To monitor the performance of technology and processes

Which ITIL process ensures that the IT Services are restored as soonas possible in the case of a malfunction?

A. Change Management

B. Incident Management

C. Problem Management

D. Service Level Management