A company’s help desk receives numerous calls from employees reporting issues related to a current security breach. Which of the following steps should the help desk team take to document the breach?
A.
Record the details in the ticketing system.
B.
Take screenshots and attach them to the root cause analysis.
C.
Discuss the incident with the company’s legal team.
In the event of a security breach, documenting the incident is crucial for tracking, analysis, and resolution. The appropriate steps should ensure thorough documentation and communication:
Option A: Record the details in the ticketing system.Correct Answer. The ticketing system is the primary tool for IT support to track incidents. Recording the details in the ticketing system ensures that all relevant information is documented systematically, can be easily accessed, and tracked through the resolution process.
This aligns with best practices in incident documentation and support systems information management as outlined in the CompTIA A+ Core 2 (220-1102) Exam Objectives, Section 4.1.
Option B: Take screenshots and attach them to the root cause analysis.While screenshots can be useful, the first step should be to record the details in the ticketing system. Screenshots may be added later as supplementary information.
Option C: Discuss the incident with the company’s legal team.Involving the legal team is important for certain aspects of a security breach, but the initial step should still be to document the incident in the ticketing system.
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