An information security manager notes that security incidents are not being appropriately escalated by the help desk after tickets are logged. Which of the following is the BEST automated control to resolve this issue?
A.
Implementing automated vulnerability scanning in the help desk workflow
B.
Changing the default setting for all security incidents to the highest priority
C.
Integrating automated service level agreement (SLA) reporting into the help desk ticketing system
D.
Integrating incident response workflow into the help desk ticketing system
The best automated control to resolve the issue of security incidents not being appropriately escalated by the help desk is to integrate incident response workflow into the help desk ticketing system. This will ensure that the help desk staff follow the predefined steps and procedures for handling and escalating security incidents, based on the severity, impact, and urgency of each incident. The incident response workflow will also provide clear guidance on who to notify, when to notify, and how to notify the relevant stakeholders and authorities. This will improve the efficiency, effectiveness, and consistency of the incident response process.
References = CISM Review Manual, 16th Edition, page 2901; A Practical Approach to Incident Management Escalation2
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